Senior Service Desk Analyst

3 weeks ago

india TransPerfect Full time

OVERVIEW

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in providing appropriate 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 informational 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.

· Timely Identify, escalate, communicate and drive all Priority 1 Incidents till Closure.

· Perform initial review of new tickets, advance analysis, research, exhaust, and document the test and troubleshooting steps accurately for further investigation based on the recorded information.

· 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.

· Review Open tickets queue, handover, tasks, and tickets are distributed evenly for its timely progress, and set practices followed by all the members without errors.

· Recommend knowledge base articles on known scenarios to validate and make them available to needed audience.

· 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 and guide the team on how to avoid making errors while processing the relevant request.

· 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.

· Assist Service Desk Analysts in answering complex requests, bulk tasks needing additional team members, or with prompt ticket closure.

· First Point of contact for Service Desk Analyst.

· Report errors observed in tickets, and process gaps, to Manager or on-floor supervisor.

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


REQUIRED SKILLS

· Efficient with timeliness and prioritization.

· Knowledge of customer service principles and practices.

· Phone etiquette.

· Effective listening skills.

· Ability to speak and write clearly and accurately.

· Multi-tasking capabilities.

· Strong written communication 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.

· Proactive in assisting team members.


REQUIRED EXPERIENCE AND QUALIFICATION

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

· 5+ years of experience with 3+ years of Phone and email support experience in IT Service Desk or Helpdesk or Technical Support with global customers.

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

· Able to manage Severity Incidents and escalations independently.

DESIRED SKILLS AND EXPERIENCE

· Awareness of ITIL (Information Technology Infrastructure Library) Practices.

  • Work experience in the Pharma industry is a plus

  • Service Desk Analyst

    5 days ago

    india Wipro Full time

    Job Title: Service Desk Analyst Location: Pune/Kolkata/Hyderabad/Coimbatore/Bangalore Mode of interview: Virtual/Walk-In Shift: rotational 24x7 Description: The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting...

  • Service Desk AnalystLevel 1

    3 weeks ago

    india Siri InfoSolutions Inc Full time

    Service Desk Analyst New YorkNY 12Months Job Description: TheService Desk Analyst EDP will serve as frontline level 1 IT supportfor the enterprise which includes seven hospital networks and thecorporate office. Monitor and answer the Service Desk phone emailmessage queues and autotriggered request queues during theirassigned tour (I II or III)....

  • System Analyst

    4 weeks ago

    india Corporation Service Company Full time

    Role: System Analyst Location: Bangalore Schedule: 12-9 PM Working Model: Hybrid Intro: We are currently seeking a talented individual to join us in the role of System Analyst for NavOne/Business Central. In this crucial position, you will take charge of managing service desk tickets, addressing bugs, and resolving performance issues to ensure...

  • Service desk

    5 days ago

    india Live Connections Full time

    Exp : 2.5yrs to 5yrs Service desk SQL Network

  • Service Desk Technician

    3 weeks ago

    india No Limit Technology Full time

    Job Description Objective:The End-User Device Associate operates under the general direction of the Enterprise Services Leadership Team and receives guidance from Senior Technicians. Their primary responsibilities include promptly responding to operational break/fix calls, emails, and onsite end-user support requests. Additionally, they will prepare...

  • Global Service Desk Dispatch Analyst

    6 days ago

    india ESP Global Services Full time

    08th May, 2024 About the Job: To schedule and coordinate engineering resource, following defined operating procedures and within agreed contractual service levels. To provide support to engineering resources throughout the Work Order lifecycle. What will you do? Receive, triage, and process each customer Work Order and, following known and...

  • Pricing Analyst

    3 hours ago

    india Tejas Networks Full time

    About Tejas Networks: Tejas Networks is a global broadband, optical and wireless networking company, with a focus on technology, innovation and R&D. We design and manufacture high-performance wireline and wireless networking products for telecommunications service providers, internet service providers, utilities, defence and government entities in over 75...

  • Service Desk Engg

    5 days ago

    India growel softech Full time

    Please share relevant profiles with rate card, interview available slot, DOJ service desk engg 5+yrs pan India

  • Global Service Desk Technicians

    3 weeks ago

    india ICTEngage Full time

    Job Description We are seeking a skilled and customer-focused Global Service Desk Technician to join our dynamic IT support team. As a Global Service Desk Technician, you will play a crucial role in providing efficient and timely technical assistance to our global user base. This position requires a blend of technical expertise, strong communication skills,...

  • Senior System Analyst

    3 weeks ago

    india Corporation Service Company Full time

    Senior System Analyst / Module Leader, Dot Net  Location: Bangalore / Mumbai / Chennai Department: Technology  Vacancy Type: Permanent Job Shift: 12PM IST – 9PM IST Experience Range: 5 – 10 years Required skills: At least 5 years of experience (prefer financial services domain). Investran -Application & Domain...

  • IT Service Desk Analyst

    1 day ago

    india CRA GROUP LIMITED Full time

    Job Description 3 months contract with an East London based Local AuthorityJob Summary: ·         Provide prompt and effective technical support for all aspects of personal computing to users across the Council through resolution of incidents and service requests in line with agreed service agreements, ensuring minimal disruption / loss of...

  • Analyst/Senior Analyst

    2 weeks ago

    india MetrixLab Full time

    India – Hyderabad | Analyst/Senior Analyst About us: MetrixLab is a fast-growing global market research and insights company that’s challenging the status quo of insights. By blending evolving technology with passionate experts, MetrixLab helps global and local brands to drive more impact, and forges partnerships to drive sustainably equitable growth....

  • IT Service Desk Engineer

    2 weeks ago

    india HARMAN International Full time

    HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the...

  • Senior Business Analyst

    3 weeks ago

    india Proven Arabia Full time

    Job Description Role Description This is a full-time on-site role for a Senior Business Analyst encompassing Management Consulting responsibilities such as analyzing complex business problems, identifying improvement opportunities, and providing strategic recommendations to clients. The experience needed for this role is 3 years or more as a business...

  • Help Desk Technician

    1 week ago

    india POWER BRIDGE SYSTEMS PRIVATE LIMITED Full time

    Job Description We are looking for a Help Desk Technician to become a part of our team. As a Help Desk Technician, you will be responsible for providing exceptional customer service and technical support to our clients. The ideal candidate should possess basic IT knowledge, excellent communication skills, problem-solving skills, and...

  • Credit Analyst

    3 weeks ago

    india Elevate Partners Full time

    Job Description We are seeking a highly motivated Credit Analyst to join an international Private Credit platform. As a Credit Analyst, you will be responsible for analysing credit data and financial information and you will work closely with the senior Investment team to evaluate European investment opportunities and provide recommendations. THE...

  • IT Service Desk Support Specialist

    5 days ago

    india Talentry Full time

    Job Description IT Service Desk Support SpecialistCarlsbad, CA (Onsite, eventual hybrid)Direct Hire. 26-30//hr.  Talentry is looking for a Service Desk Specialist to help users resolve computer issues, as well as to perform company projects relating to IT. The right person for this role will use his or her experience providing technical support for tier I...

  • Service Desk Analyst

    4 weeks ago

    india enVista Full time

    enVista is the leading supply chain and enterprise consulting firm and the premier provider of supply chain technology & strategy services, material handling automation & robotics, Microsoft solutions and IT managed services. With 20+ years of unmatched domain expertise, enVista serves thousands of leading brands. enVista’s unique ability to consult,...

  • Director of Service Operations

    5 days ago

    india Teleperformance Full time

    Interested folk can drop in their resume " ". Exp: 14-20Yrs Role: Director - Service Desk Location: Gurgaon Shift : 24*7 (Rotational Shift) Purpose of Position The Director/Sr. Director IT Service Desk will be responsible for overseeing all service desk operations and evaluating them according to established goals. Will be required to devise and establish...

  • Help Desk Coordinator

    4 hours ago

    india Soffit Infrastructure Services (P) Ltd Full time

    Job Summary: The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of the IT service desk or help desk team. They play a key role in ensuring that customer issues and technical support requests are addressed promptly and efficiently. Main Responsibilities: Team Supervision : Manage a team of service desk...