Service Desk Analyst
3 weeks ago
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 FCR
- The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents
Key Skills Required:
- IT Service Desk experience 0-5yrs
- Excellent communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
- Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)
- Understanding of Windows 7 & 10 operating system
- Assisting with configuring/troubleshooting of Software and Hardware
- Experience working with ServiceNow to log, track, close tickets
- Experience in resolving IT issues via phone/email/chat
- Excellent telephone etiquettes and customer service
- Excellent troubleshooting skills
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
- Willingness to work in 24 x 7 support environment including working on Weekends and Holidays.
- Excellent time management skills and ability to work under pressure
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