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Service Desk Analyst

2 months ago

Chennai, India UST Full time

Job Summary:

Service Desk Analyst is responsible for providing second-level technical support to end-users and resolving more complex hardware, software, and networking issues. This role serves as the escalation point for the Tier 1 support team and requires strong problem-solving skills, a deep technical understanding, and excellent communication abilities to ensure timely resolution of incidents and service requests.


Key Responsibilities:

• Provide Tier II support by resolving complex technical issues escalated from Tier 1 or other sources, including hardware, software, networking, and other IT systems.

• Troubleshoot and resolve advanced technical issues related to Windows desktop OS, MS Office, mobile devices, printers, and network connectivity.

• Collaborate with other IT teams to resolve escalated incidents or requests and ensure appropriate solutions are implemented.

• Monitor and follow up on unresolved tickets and ensure timely resolution, meeting SLAs and maintaining service quality.

• Document troubleshooting steps and solutions in the ticketing system and contribute to the knowledge base for future reference.

• Perform root cause analysis for recurring incidents and provide recommendations for process improvements or preventive measures.

• Provide guidance and assistance to Tier 1 analysts and help them develop their technical skills.

• Stay up-to-date with emerging technologies, system updates, and IT best practices through continuous learning.


Qualifications:

• High school diploma or equivalent (bachelor’s degree in IT or related field preferred).

• 4+ years of experience in a technical support or IT service desk role, with experience handling escalated issues.

• Advanced problem-solving and troubleshooting skills.

• Strong knowledge of IT systems, networks, and hardware configurations.

• Experience working with service desk ticketing systems.

• Excellent verbal and written communication skills.

• Ability to prioritize and manage multiple tasks effectively.