Service Desk Analyst

2 weeks ago

Mumbai, India OA Compserve Pvt ltd Full time

Salary : 15 - 20 LPAClient : Birla softExcellent Communication skills are required - Major support will be Voice basedSkill : Service Desk AnalystNo of positions : 15Years of experience : 5-7 yrs minimumLocation : Mumbai/PuneJob Summary :We are seeking a skilled and customer-focused IT Service Desk Analyst to join our international support team. The ideal candidate will provide first-line technical support to users across multiple regions, ensuring timely resolution of IT issues and maintaining high levels of customer satisfaction.Key Responsibilities :- Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.- Diagnose and resolve hardware, software, network, and application issues.- Escalate unresolved issues to appropriate internal teams or third-party vendors.- Monitor and manage service desk tickets to ensure SLAs are met.- Provide support for international users across different time zones and languages.- Maintain accurate documentation of issues, resolutions, and procedures.- Assist in onboarding/offboarding processes including account setup and hardware provisioning.- Collaborate with global IT teams to ensure consistent support and knowledge sharing.- Participate in continuous improvement initiatives and contribute to the knowledge base.Required Qualifications :- Bachelor's degree in computer science, Information Technology, or related field.- 5+ years of experience in a technical support or service desk role.- Strong knowledge of Windows/Mac OS, Microsoft 365, VPNs, and remote desktop tools.- Familiarity with ITSM tools (e.g., ServiceNow).- Excellent communication skills in English; additional languages are a plus.- Ability to work in a fast-paced, multicultural environment.- Strong problem-solving and analytical skills.Work Schedule :Rotational shifts to support global operations, including weekends and holidays as needed.Communication & Language Round - This initial round assesses the candidate's communication skills, grammar, pronunciation, and overall confidence in using English effectively.Technical Round : Candidates who clear the first round proceed to a technical interview, where their domain knowledge and problem-solving abilities are evaluated. (ref:hirist.tech)

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