Service desk Analyst

Company Description

Our Parent Organization, NEC Corporation, is a 25 billion Company with offices spread across the globe. 
NEC is a multinational provider of information technology (IT) services and products, headquartered in Tokyo Japan with 122 years of experience in evolution with technology and innovation. It is recognized as a ‘Top 50 Innovative Company’ globally

NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of “Orchestrating a brighter world.” 
NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential. 
  

NEC Software Solutions (India) Private Limited  is based in Mumbai (Worli & Airoli) and Bangalore with an employee strength of 1500+. 
It is one of the foremost providers of end-to-end IT services across various sectors. 
We work with diverse industry verticals which include publishing, media, financial services, retail, healthcare and technology companies around the world. Our customers range from two-person startups to $bn listed companies.
 

We have more than 30 years of experience in providing end to end IT services across the globe and have earned a reputation for delighting our customers by consistently surpassing expectations and helping them deliver robust, market-ready software products that meet the highest standards of engineering and user experience. 
Supported by more than 1300 exceptionally talented manpower, we are a hub for offshore support and technology services
 

Job Description

Experience- 2-4 yrs

Location- Mumbai- Worli

Required Skills: Knowledge on M365 Admin Centre, Azure Helpdesk Admin,  Basic IT Technical Skills, Interpersonal skills such as telephony skills, communication skills, active listening, and customer care training.

The successful candidate will be responsible for:

• Identify process gaps and escalate to manager where required suggesting resolutions where possible.
• Be the first escalation point for all issues escalating the team Manager where required.
• Work closely with all Service Management Seniors and Managers to align process for best working practices.
• Be involved in all Service Desk activities and to support the Service Desk Analyst ensuring process adherence and quick resolution times.
• Monitor team workload in particular emails, SLA management and knowledge spot-checks, delegating workload where necessary.
• Create, maintain, and improve documentation where required.
• Chair team meetings where required.
• Ensure Daily/Weekly/Monthly reporting is completed and distributed within the expected timeframes.
• Complete weekly quality and performance checks on all team members.
• Create and develop coaching and training plans for all team members ensuring any team training gaps are escalated to the manager.
• Organise Service Desk and Queue Management overview training for any new NEC employees across the business.
• Be involved in recruitment activities lead by your manager.
• Act as the point of contact for the team when the manager is unavailable.
• To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs
• To manage the functional mailboxes and ensure timely logging of emails in the service management tool
• To be able to troubleshoot Microsoft Outlook, Teams and other Microsoft application like OneDrive, Forms etc.
• To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures. 
• To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
• To provide first line investigation and diagnosis where applicable
• To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group
• To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc
• To keep users informed of progress (especially post SLA breach)
• To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end
• To reflect on customer feedback through customer call closure surveys

Qualifications

Any graduate

Additional Information

Excellent Communication Skills required.