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Service Desk Analyst

4 months ago

delhi, India AVASO Technology Solutions Full time
Job Title: Ticket Coordinator
Location: Mohali
Full/Part Time: Full-Time
Regular/Temporary: Regular
Job Summary:
The Service Desk Analyst will be responsible for providing first-line support to users, troubleshooting and resolving IT-related issues, and ensuring a high level of customer satisfaction. The ideal candidate will have 1.5 to 2 years of experience in a similar role, with strong problem-solving skills and a customer-centric approach.
Key Responsibilities:
Serve as the first point of contact for users seeking assistance.
Diagnose, and resolve hardware, software, network, and other IT-related issues.
Log and track all support requests in the service desk system, ensuring accurate and detailed documentation.
Escalate complex issues to appropriate IT team members or third-party vendors when necessary.
Provide timely updates to users on the status of their requests and ensure issues are resolved within agreed SLAs.
Maintain a high level of customer satisfaction by providing friendly, professional, and efficient support.
Requirements :
Diploma in engineering or University Graduate (Technical University Degree is an advantage).
1.5 to 2 years of experience in a Service Desk or IT Support role.
Knowledge of common business software applications, including Microsoft Office Suite.
Familiarity with ticketing systems and IT service management best practices.
Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
Customer-focused attitude with a strong commitment to providing high-quality support.
Ability to work both independently and as part of a team.
Preferred Qualifications:
ITIL Foundation, or other relevant certifications will be added advantage
Experience with Active Directory, Office 365, or other common enterprise IT systems.