ITIS Service Desk Analyst

3 days ago

Delhi, India Tata Consultancy Services Full time
TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.

What we are looking for

Role: ITIS Service Desk Analyst

Experience Range: 4 – 6 Years

Location: Chennai

Must-Have:

- Answers and responds to inbound calls or electronic requests from end-users regarding products- Creates and documents all support calls from the user community into the service desk tracking software- Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support- Analyses and resolves all application software or hardware incidents and requests from end-users- Ensures to log and tracks incidents and requests from identification through resolution stages- Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete- Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact- Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available- Responsible for providing on-call support as needed- Establishes and develops relationships with other IT&S teams through frequent constructive communication- Responsible for identifying shortcomings for implementing process improvements- Complies with and supports HCA IT&S standards, policies, and procedures- Logs incidents and requests into appropriate product categorization- Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users- Handles customers’ issues or requests with professional attitude.

Experience Required

- Proven experience as a help desk technician or other customer support roleTech savvy with working knowledge of office automation products, databases and remote control- Good understanding of computer systems, mobile devices and other tech products- Ability to diagnose and resolve basic technical issues- Proficiency in English- Excellent communication skills- Customer-oriented and cool-tempered

Interested candidates pls share your cv to mailid: with subject "ITIS Service Desk Analyst" for further Discussion

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