Senior Service Desk Analyst

3 days ago


Pune, Maharashtra, India TransPerfect Full time

OVERVIEW:

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Quality Analyst, will be responsible to support training and quality improvement within the Service Desk Operations. This role will analyze, record, report on improvement areas of members, processes, knowledgebase, documentation, tools, train, work on priority tickets and would act as backup for Senior Quality and Production team members. This position will perform all other Service Desk related tasks as required.

DESCRIPTION:

  • Develop thorough understanding on all the Products we support, Service Levels, tools, with other standard practices.
  • Stay current with product information, review process changes, client updates, ensuring standard processes and procedures are followed and to record and report observed deviations, ensuring the best in class service delivery, at all time.
  • Organize ideas and communicate oral messages appropriate to listeners and situations.
  • Daily responsibilities may include review of tickets, surveys, retraining, responding to escalations and priority tasks, tickets, feedbacks to Service Desk Analyst, Service Desk Analyst II, Senior Service Desk Analyst ensuring set practices, quality parameters were followed.
  • Identifying and suggesting
  • Driving touch points from surveys, by reviewing and tracking its progress.
  • Suggesting long term solutions to repetitive scenarios.
  • Discuss shift specific observations with respective floor supervisor, to minimize repetition.
  • Should be able to motivate, develop and mentor team members in a dynamically changing environment.
  • Assist members timely, with their challenges, ensuring quality of delivery and user experience is always met.
  • Conduct Bi-monthly refresher training, involving responsible members, to communicate appropriate solutions, assisting them to overcome and improve.
  • Generate comprehensive and detailed reports about individual performance and training records.
  • Act as a backup to Senior Analysts, Team Leads, Quality Leads, as required.
  • Complete all other tasks that are deemed appropriate for your role and assigned by your manager.

REQUIRED SKILLS:

  • Basic knowledge of IT infrastructure and its component functionalities.
  • Multi-tasking capabilities.
  • Strong written communication and analytical skills.
  • Knowledge of customer service principles and practices.
  • Inspire and motivate teamwork for achieving goals.
  • Be open to new ideas coming from team members.
  • Ability to mentor and provide feedback.
  • Ability to work with cross departments.
  • Solution Oriented.

REQUIRED EXPERIENCE AND QUALIFICATIONS:

  • Minimum Bachelor's degree or equivalent experience.
  • 3+ years of Senior IT Service Desk \ Helpdesk \ Technical Support \ Quality Analyst experience.

DESIRED SKILLS AND EXPERIENCE:

  • ITIL V3 Foundation.


  • Pune, Maharashtra, India TransPerfect Full time

    Job DescriptionOVERVIEW:Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Quality Analyst, will be responsible to support training and quality improvement within the Service Desk Operations. This role will analyze, record, report on improvement areas of members, processes, knowledgebase, documentation, tools, train, work...


  • Pune, Maharashtra, India Stantec Full time US$ 40,000 - US$ 80,000 per year

    Primary Purpose of Position:The Service Desk Analysts are the first point of contact for staff seeking technical assistance for technology issues relating to company supported computer applications and platforms. They serve as members of the ITSC Team by providing technical support over the phone, remotely and occasionally in person, and maintaining the...

  • Service Desk Analyst

    4 weeks ago


    Pune, Maharashtra, India Stantec Full time

    Job description Stantec is a global leader in sustainable engineering architecture and environmental consulting The diverse perspectives of our partners and interested parties drive us to think beyond what s previously been done on critical issues like climate change digital transformation and future-proofing our cities and infrastructure We innovate...


  • Pune, Maharashtra, India Capita Full time US$ 40,000 - US$ 80,000 per year

    Provides enhanced technical levels of support for incident investigation and resolution for customers. Provide remote assistance & ticket resolution to a range of internal and external customers, responsible for handling escalations, follow ups and customer service.Job title:Service Desk AnalystJob Description:Logging incidents and service requests from...


  • Pune, Maharashtra, India TransPerfect Full time

    OVERVIEWUnder general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a...

  • Service Desk Analyst

    3 weeks ago


    Pune, Maharashtra, India Wipro Full time

    We use cookies to offer you the best possible website experience Your cookie preferences will be stored in your browser s local storage This includes cookies necessary for the website s operation Additionally you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website s performance as well as...


  • Pune, Maharashtra, India Live Connections Full time

    Hiring: Service Desk Analyst – Pune (Immediate Joiners) Location: Pune Experience: 0–3 Years Qualification: Tech graduates only (B.E/B.Tech/BCA/B.Sc IT/MCA) Salary: • Freshers – ₹2.5 LPA • Experienced – Up to ₹4 LPA (based on current CTC) Skills Required: • Strong communication (English) • Hands-on experience with ticketing tools...


  • Pune, Maharashtra, India Live Connections Full time

    Hiring: Service Desk Analyst – Pune (Immediate Joiners) Location: Pune Experience: 0–3 Years Qualification: Tech graduates only (B.E/B.Tech/BCA/B.Sc IT/MCA) Salary: • Freshers – ₹2.5 LPA • Experienced – Up to ₹4 LPA (based on current CTC) Skills Required: • Strong communication (English) • Hands-on experience with...

  • Service Desk Manager

    10 hours ago


    Pune, Maharashtra, India Hiresquad Resources Full time

    - Must be Ops Manager On papers in International BPO.- Experience in International Technical Voice Process is Mandatory.- Must be strong in Operations Matrices.- Over All Experience 7 Years.- Mode of Interview- Work From Office.- 7 years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial...


  • Pune, Maharashtra, India Alp Consulting Ltd. Full time

    Role Name: DeveloperRole Description:We are looking for experienced Service Desk Associates with a strong background in supporting large enterprise customers. The ideal candidate will have hands-on experience in infrastructure and application support.Competencies:IT IS – Service DeskExperience:6 to 8 yearsEssential Skills:Proven experience as a Service...