Service Desk Analyst

6 days ago

Pune, India TransPerfect Full time

OVERVIEW

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.


DESCRIPTION

· Deliver exceptional service and support to end-users using an online Service Desk ticketing system.

· Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.

· Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.

· Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.

· Research required information using available resources.

· Follow standard processes and procedures.

· Identify and escalate priority issues to appropriate teams and resources, as applicable.

· Accurately process and record the communication on the Service Desk ticket.

· Where appropriate, offer alternative solutions to retain customers’ and clients’ business.

· Organize thoughts and communicate verbal messages appropriate to listeners and situations.

· Follow up timely and make callbacks as scheduled, where necessary.

· Stay current with system information, changes, and updates.

· Progress team members’ tickets during their absence or when progress is requested.

· Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.

· Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.


REQUIRED SKILLS

· Knowledge of customer service principles and practices.

· Phone etiquette.

· Effective listening skills.

· Ability to speak and write clearly and accurately.

· Multi-tasking capabilities.

· Strong reasoning and analytical skills.

· Knowledge of computer fundamentals, web applications, and troubleshooting skills.

· Willingness to co-operate with others and work for the greater good.

· Demonstrated proficiency in grammar and typing skills.


REQUIRED EXPERIENCE AND QUALIFICATION

· Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.

· Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.


DESIRED SKILLS AND EXPERIENCE

· An year of Phone or Email or Chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience

  • Service Desk Analyst

    15 hours ago

    Pune, India Tata Consultancy Services Full time

    TCS hiring!!Role: Service Desk AnalystLocation: PuneExperience: 3-8Immediate joiners preferredMust Have:Act as Single point of contact as Customer Global Service DeskA significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue...

  • Service Desk Analyst

    2 days ago

    Pune, India Tata Consultancy Services Full time

    TCS hiring!! Role: Service Desk Analyst Location: Pune Experience: 3-8 Immediate joiners preferred Must Have: Act as Single point of contact as Customer Global Service Desk A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document...

  • Service Desk Analyst

    1 day ago

    Pune, India Tata Consultancy Services Full time

    TCS hiring!!Role: Service Desk AnalystLocation: PuneExperience: 3-8Immediate joiners preferredMust Have:Act as Single point of contact as Customer Global Service DeskA significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue...

  • Service Desk Analyst

    16 hours ago

    Pune, India Tata Consultancy Services Full time

    TCS hiring!!Role: Service Desk AnalystLocation: PuneExperience: 3-8Immediate joiners preferredMust Have:Act as Single point of contact as Customer Global Service DeskA significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue...

  • Service Desk Analyst

    5 days ago

    Pune, India TransPerfect Full time

    OVERVIEWUnder general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a...

  • Service Desk Analyst

    6 days ago

    Pune, India TransPerfect Full time

    OVERVIEWUnder general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a...

  • Service Desk Analyst

    6 days ago

    Pune, India TransPerfect Full time

    OVERVIEW Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a...

  • Service Desk Analyst

    3 months ago

    Pune, India Wipro Full time

    Service Desk AnalystResponsibilities:1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins3. Identify and escalate tickets requiring urgent...

  • Service Desk Analyst

    4 months ago

    Pune, India Wipro Full time

    Service Desk AnalystResponsibilities:1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins3. Identify and escalate tickets requiring urgent...

  • Service Desk Analyst

    4 months ago

    Pune, India Wipro Full time

    Service Desk Analyst Responsibilities: 1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns 2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins 3. Identify and escalate tickets requiring...

  • Service Desk

    3 months ago

    Pune, Maharashtra, India Bangalore Startegic Company Full time

    Acts as single point of contact for all IT related issues. - Provides status and updates on tickets to authorized users - Adherence to policies and procedures, closure of open calls after resolution. - Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution - Identifying the issue and...

  • Junior IT Service Desk Analyst

    3 weeks ago

    Pune, India Stefanini Full time

    Job Description Details: Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes. Be logged-in and available to answer calls through our global Service Desk call center solution. Actively participate in team meetings and suggest opportunities for continual improvement. Support Service Desk...

  • Service Desk Analyst-Pune-Wipro Technologies Ltd-1-9

    2 weeks ago

    Pune, India Wipro Technologies Ltd Full time

    Apply for Service Desk Analyst, Career Progress Consultants in Pune for 1 - 9 Year of Experience on TimesJobs.com.

  • Service Desk Analyst- Pune-Wipro Technologies Ltd-1-4

    2 weeks ago

    Pune, India Wipro Technologies Ltd Full time

    Apply Service Desk Analyst, Wipro Technologies Ltd in Pune for 1 - 4 year of Experience on TimesJobs.com

  • Service desk lead

    3 months ago

    Pune, India Wipro Full time

    Role Purpose The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk Do To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and works toward the resolution of tickets Manage and coordinate escalated...

  • Service Desk

    3 months ago

    Pune, India SKYLARK HR SOLUTIONS Full time

    Role**:Service Desk** Experience: 1-2 Years Salary Upto 3.5Lpa Location: Pune **Job Description**: - Excellent communication skills - **CEFR : B2, C1, C2**. Please add the communication level as per the CEFR framework while profiles are shared. - Work experience on Service Desk with good knowledge on **VPN, O365, remote support, active directory,...

  • Service Desk Role

    3 months ago

    Pune, India SH Square Consultants Full time

    Role - Service Desk - Experience - 4+yrs - Location - Pune - Work mode - WFO - Requirements - 4+ years of experience in service desk & enterprise desk support, Windows 7 and 10 proficiency, O365, Active Directory, Antivirus, Network troubleshooting should have either TM/ SME / Shift lead exp. Interested can call or whatsapp Nishi Singh 7905661467 **Job...

  • Service Desk Agent

    1 day ago

    Pune, India Tata Consultancy Services Full time

    Greetings from Tata Consultancy Services!!We are hiring for Service Desk Agent !!Experience: 1-4 yearsLocation: Chennai, Pune, NoidaRequired Technical Skillset: Service Desk, Communication, Voice support, Technical supportInterview Date: 11 -Sep-2024 (Wednesday)Mode of Interview: OnlineTCS Eligibility Criteria:BE/B.Tech/MCA/M.Sc./MS with minimum 3...

  • Jr. Service Desk

    4 months ago

    Pune, India Stefanini, Inc Full time

    Job Description: - Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes. - Be logged-in and available to answer calls through our global Service Desk call centre solution. - Actively participate in team meetings and suggest opportunities for continual improvement. - Support Service Desk KPI/TTI...

  • Service Desk Associate

    3 months ago

    Pune, India SKYLARK HR SOLUTIONS Full time

    Excellent communication skills - **CEFR : B2, C1, C2**. Please add the communication level as per the CEFR framework while profiles are shared. - Work experience on Service Desk with good knowledge on **VPN, O365, remote support, active directory, troubleshooting - printer issues, Bit locker, MS teams, BSOD, bitlocker, driver installation, Printer and wifi...