Service Desk Analyst I
4 weeks ago
Overview
Job Summary:
The Service Desk Analyst delivers maintenance for a primary incident solution, and it is reported to the centralized division of service desk. Usually, responsibilities include initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software and hardware products along with infrastructure constituents.
The Service Desk Analyst is accountable for gathering information through a client conversation, log on to support tools, and additional support staff (service resources) if needed. Issues outside the scope of their capability or responsibility are fixed by engaging in routine other service resources from other facilities, unit, organizational groups, or the businesses service desk.
Candidate will be a part of service desk, where he/she would be helping users/customers globally 24/7, should have relevant experience in handling users based on their queries.
Level 1 Helpdesk / service desk support
Should have good verbal and written communication skills
Should have worked on SNOW and JIRA
Comfortable to work in shifts, 24/7
Comfortable to be on phones supporting internal/external users
ITIL V7 is preferred, should have knowledge on incident management (different priority of tickets/incidents)
Responsibilities
Technical expertise – as they regularly play a direct role in fixing a customers problems and system expertise
Problem-resolving abilities – service desk analysts are mainly problem-solvers, so they should be able to devise technical and original solutions to user problems
Communication – operational message is key in this role since service desk analysts required to collect data about issues, prepare comprehensive notes and reports, and walk users through the stages they can take to fix software and hardware problems
Time administration – service desk analysts requires excellent time management aids and should be able to set priorities when covering multiple issues
Team partnership – service desk analysts routinely work with other IT personnel to resolve user issues, so they need to collaborate with team members and coworkers
Qualifications
Bachelor Degree, Diploma 10+3 (with experience)
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