IT Service Desk Analyst

4 weeks ago


Bengaluru, India eJAmerica Full time

Job Description


There is a client alignment and Infrastructure is up and running for Helpdesk from Infosys Bangalore office.



• Employee to operate from Infosys Bangalore office as per shift requirement (24x7)

• 3 – 4 years’ experience In customer service or a help desk environment; interest in IT field a plus.

• Handle Tier 1 help desk escalations through the company’s internal ticketing system.

• Troubleshoot common IT problems and have a thorough working knowledge of day-to-day operating environment, available tools, and client applications.

• Perform basic windows administration such as password resets and file and folder administration.

Basic internet connection troubleshooting.

• Escalates more complex technical problems to Technical Support Specialist II or other IT specialists as appropriate.

• Follow up on outstanding requests and ensure timely resolution.

• Fully document all troubleshooting steps and create knowledgebase articles of resolutions.

• Adhere to established IT policies, procedures and standards and ensure their conformance with information systems goals and procedures.

• Follow the established standards for documenting tickets, configurations, and standard operating procedures

• Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.

• Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.

• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.

• Interact with IT management frequently through timely reporting of operational activities, and with all team members on support issues and needs assessments.



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