Service Desk Analyst
3 weeks ago
OVERVIEW Under 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 escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in providing appropriate solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and informational queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required. DESCRIPTION Deliver exceptional service and support to end-users using an online Service Desk ticketing system. Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services. Timely Identify, escalate, communicate and drive all Priority 1 Incidents till Closure. Perform initial review of new tickets, advance analysis, research, exhaust, and document the test and troubleshooting steps accurately for further investigation based on the recorded information. Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it. Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions. Review Open tickets queue, handover, tasks, and tickets are distributed evenly for its timely progress, and set practices followed by all the members without errors. Recommend knowledge base articles on known scenarios to validate and make them available to the targeted audience. Research required information using available resources. Follow standard processes and procedures. Identify and escalate priority issues to appropriate teams and resources, as applicable. Accurately process and record the communication on the Service Desk ticket. Where appropriate, offer alternative solutions to retain customers' and clients' business. Organize thoughts and communicate verbal messages appropriate to listeners and situations. Follow up timely and make callbacks as scheduled, where necessary. Stay current with system information, changes, and updates and guide the team on how to avoid making errors while processing the relevant request. Progress team members' tickets during their absence or when progress is requested. Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication. Assist Service Desk Analysts in answering complex requests, bulk tasks needing additional team members, or with prompt ticket closure. First Point of contact for Service Desk Analyst. Report errors observed in tickets, and process gaps, to Manager or on-floor supervisor. Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor. REQUIRED SKILLS Efficient with timeliness and prioritization. Knowledge of customer service principles and practices. Phone etiquette. Effective listening skills. Ability to speak and write clearly and accurately. Multi-tasking capabilities. Strong written communication and analytical skills. Knowledge of computer fundamentals, web applications, and troubleshooting skills. Willingness to co-operate with others and work for the greater good. Demonstrated proficiency in grammar and typing skills. Proactive in assisting team members. REQUIRED EXPERIENCE AND QUALIFICATION Minimum Bachelor's degree, or HSC, Diploma with equivalent relevant experience. 3+ years of experience with Phone and email support experience in IT Service Desk or Helpdesk or Technical Support with global customers. Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite. Able to manage Severity Incidents and escalations independently. DESIRED SKILLS AND EXPERIENCE Awareness about ITIL (Information Technology Infrastructure Library) Practices. Work experience in the Pharma industry is a plus.
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Service Desk Analyst
4 weeks ago
Pune, Maharashtra, India Tata Consultancy Services Full timeYears of experience: 3-5 yearsJob Location: Pune/ChennaiMust-Have· Atleast 3 years of experience handling Service Desk services. · Fluency in English (Reading, Writing, Speaking) · Understand and responds in Business Communications · Good Managerial Skill · Understanding and knowledge on IT Infrastructure. · Work in any shift (24*7)Good-to-Have· ITIL...
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Service Desk Analyst
3 weeks ago
Pune, Maharashtra, India TransPerfect Full timeJob Overview Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in...
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Senior Service Desk Analyst
3 weeks ago
Pune, Maharashtra, India TransPerfect Full timeOVERVIEWUnder general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in...
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Senior Service Desk Analyst
6 days ago
Pune, Maharashtra, India TransPerfect Full timeOVERVIEWUnder general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in...
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Technical Service Desk Analyst
4 days ago
Pune, Maharashtra, India CMS Computers Full timeAbout the Role:We are seeking a skilled and experienced Technical Service Desk Analyst to join our team at CMS Computers. As a Technical Service Desk Analyst, you will be responsible for providing technical support and resolving incidents related to ICT infrastructure. This will involve logging issues, assigning severity levels, tracking progress, and...
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Senior Service Desk Analyst
3 weeks ago
Pune, Maharashtra, India TransPerfect Full timeJob Overview Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing tasks requested through assigned escalated Service Request, Incident, and Changes. Key Responsibilities Deliver exceptional service and support to end-users using an online Service Desk ticketing system....
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Service Desk SME + QA
1 week ago
Pune, Maharashtra, India Tata Consultancy Services Full timeYears of experience: 7-10 yearsJob Location: PuneRole descriptions / Expectations from the Role1 Following are the roles and responsibilities of Service Desk Analyst · Act as Single point of contact as Customer Global Service Desk · A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of...
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Analyst - Service Desk
2 weeks ago
Pune, Maharashtra, India CAPITA Full timeProvide the first line 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 Analyst - Service Desk First point of contact for Capita Customers providing 1st Line...
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3 Days Left Service Desk Analyst
17 hours ago
Pune, Maharashtra, India TransPerfect Full timeOVERVIEWUnder 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...
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IT Service Desk Expert
6 days ago
Pune, Maharashtra, India TransPerfect Full timeAbout the RoleThis position serves as the escalation point for Service Desk Analysts II and I, offering solutions such as setting up workspaces, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and navigation assistance.Main ResponsibilitiesDeliver high-quality service...
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Service Desk Analyst
3 days ago
Pune, Maharashtra, India Wipro Limited Full timeJob DescriptionWipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their...
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Service Desk Analyst
3 weeks ago
Pune, Maharashtra, India Wipro Full timeWipro Limited NYSE WIT BSE 507685 NSE WIPRO is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest...
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Service Desk Analyst
3 weeks ago
Pune, Maharashtra, India Wipro Full timeWipro Limited NYSE WIT BSE 507685 NSE WIPRO is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest...
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Junior IT Service Desk Analyst
1 day ago
Pune, Maharashtra, India Stefanini Full timeJob Description Details: Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes. Be logged-in and available to answer calls through our global Service Desk call center solution. Actively participate in team meetings and suggest opportunities for continual improvement. Support Service Desk...
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IT Service Desk Analyst
3 days ago
Pune, Maharashtra, India CMS Computers Full timeAbout the RoleThe Technical Support Specialist will play a critical role in ensuring the smooth operation of our ICT infrastructure. As a member of our IT team, you will be responsible for troubleshooting and resolving technical issues, as well as providing exceptional customer service.Key Accountabilities:Troubleshoot and resolve technical issues related to...
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Service Desk Capability Specialist
2 weeks ago
Pune, Maharashtra, India Mphasis Full time**Job Summary:**Mphasis seeks an experienced Service Desk Capability Specialist to join our team. As a key member of our service operations group, you will play a vital role in driving the development and implementation of our service desk standards.Responsibilities:Support service delivery teams in executing effective standard operational frameworksDevelop...
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Assistant Manager
2 weeks ago
Pune, Maharashtra, India Mphasis Full time**About the Role:**We are looking for an experienced Assistant Manager - Service Desk Excellence to join our team. As a key member of our service operations group, you will play a vital role in driving the development and implementation of our service desk standards.Key Responsibilities:Develop and implement service desk standards to ensure complianceSupport...
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Service desk lead
1 day ago
Pune, Maharashtra, India Wipro Full timeRole Purpose The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk Do To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and works toward the resolution of tickets Manage and coordinate escalated...
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IT Helpdesk Analyst
1 day ago
Pune, Maharashtra, India Wipro Limited Full timeAre you passionate about delivering exceptional customer experiences? Do you enjoy working in a fast-paced environment where no two days are the same? If so, we have an exciting opportunity for you to join our team as a Service Desk Analyst at Wipro Limited.Your primary responsibility will be to provide timely and effective support to B2B users who interact...
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Service Desk Capability Leader
4 days ago
Pune, Maharashtra, India Mphasis Full timeService Desk Capability Leader Job SummaryWe are seeking a seasoned Service Desk Capability Leader to drive the delivery of exceptional service desk services to our clients. This role will be responsible for leading teams, developing processes, and ensuring operational excellence.Main ResponsibilitiesService Desk Strategy: Develop and implement service desk...
