Analyst - Service Desk

5 days ago


Chennai, India dss+ Full time
About dss+dss+ is a leading provider of operations management consulting services with a purpose of saving lives and creating a sustainable future. dss+ enables companies to build organizational and human capabilities, manage risk, improve operations, achieve sustainability goals and operate more responsibly. By leveraging its DuPont heritage, deep industry and management expertise and diverse team, dss+ consultants are on the ground and in the boardroom helping clients work safer, smarter and with purpose. Additional information is available at

Role Overview:

dss+

is looking for Service desk analyst responsible for providing high-quality technical support and customer service for dss+ IT users. This role involves managing and resolving IT incidents and requests, ensuring service level compliance, and maintaining key performance indicators for the Service Desk. The analyst will handle ticket triage, categorization, prioritization, and assignment, as well as escalate major IT incidents. The ideal candidate will possess strong communication, collaboration, interpersonal skills, excellent problem-solving abilities, adherence to IT operational processes, and commitment to continuous service improvement.

Ticket Management: Triage, categorize, prioritize, and assign tickets. Monitor the Service Desk queue to ensure all tickets are handled promptly and professionallyIncident Escalation: Escalate major IT incidents as necessary and ensure timely communication and resolutionAccount Management: Maintain Active Directory user records, access, and handle account provisioning and termination. (Joiners, movers and Leaver’s process)Customer Service: Provide high-quality customer service for all the Service requests and Incidents. Ensure efficient and effective query resolution by taking ownership for first call resolution. Track the Customer survey feedbackService Improvement: Maintain and improve key Service Desk performance indicators. Identify opportunities to improve user experience through training and development sessionsCompliance and Processes: Follow and Adhere to agreed IT processes consistently to deliver high-quality IT services

Required Skill Set:

Experience: 2+ Years experience working with Service Desk IT supportCertification: ITIL V4 Foundation Certification preferredTechnical Skills: Familiarity with ITIL processes. (Service request, Incident, Problem and Change Management)Communication: Strong written and verbal communication skillsCustomer Service: Excellent customer service skills with a focus on providing efficient and effective query resolutionTeamwork and Proactiveness: Ability to work well in a team, proactive in identifying opportunities for service improvement, and committed to maintaining high standards of service deliveryITSM Platforms: Familiarity with ITSM tools like ManageEngine, ServiceNow, JIRA, BMC Remedy, etc.Microsoft D365 certification preferred



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