Service Desk Analyst

3 weeks ago

Bengaluru, India SMC Squared India Full time
Roles and ResponsibilitiesProvide end user support via phone, email, and chat to support business users get back to functioning smoothlyUtilize Service Desk software to log, maintain and close tickets as requiredTechnical understanding and ability to resolve issues with laptop / desktop / Citrix end user platformsTechnical understanding and ability to resolve issues with desktop software, Outlook, Microsoft business software, Adobe, internet browser support, etc.Follow prescribed service processes and procedures to successfully handle customer interactionsWork within service levels established by the IT Service DeskMaintain Service Desk knowledge base to provide up to date information for all Service Desk AnalystsEscalate issues as they arise to management for supportWork cooperatively and collaboratively with other team members

Skills/Experience Requirements2+ years’ experience working in a IT Service Desk environmentAbility to provide technical guidance in a clear and concise mannerProblem solving and troubleshooting skills with the ability to exercise mature judgmentHighly organized, process orientedBroad understanding of IT services and hardware /Good interpersonal communication skills (verbal and written) to support a team environment

Education RequirementsTechnical training, Bachelor’s degree or higher in information technology

Special Requirements :Communications –

Excellent written and oral English communication skills, a good listener with a team player attitude, problem solving, negotiation, issue management, and mediation skills.

Overall –

Ability to work in fast-paced environment while being self-motivated, pleasantly aggressive, assertive, realistically ambitious with high personal ethics. Develop a professional relationship with co-workers and end-users with a positive influence. Have the discipline to follow established methodology while seeking ways to improve the process.

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