Service Desk L1

3 days ago

Bengaluru, India nFrastructure Full time

**Position Overview**

As a Service Desk Analyst, you will provide Level 1 support to clients. This role will provide customer-friendly assistance to clients having trouble using IT products. The Service Desk Analyst will troubleshoot, diagnose and resolve Level 1 incidents received, and escalate issues as necessary.

**Key Responsibilities**

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The _Service Desk Analyst _is primarily responsible for:

- Provide Level 1 triage and resolutions such as password resets and account unlock for reported incidents and requests.
- Provide connectivity support for home users which includes network routers, broadband, cabling, Citrix, Virtual Technologies, and VPN
- Address user tickets regarding hardware, software, and networking
- Perform customer call backs as required
- Providing Apple, Windows, Chromebook device support over the phone.
- Help resolve software and technical questions for the customer efficiently and effectively
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
- Providing smartphone assistance for in home connectivity.
- Assist users with set up of home equipment and provide troubleshooting assistance if needed.
- Assisting with troubleshooting issues using remote management software.
- Using specific tools to diagnose issues, make recommendations for resolution.
- Using problem-solving and people skills to ensure swift resolutions to technical issues.
- Testing, troubleshooting, and diagnosing computer error messages and failures.
- Escalate issues to next level support if needed
- Learn and become knowledgeable of customer products and services
- Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
- Effectively manage length of calls, handle time, and after call work.
- Manage customer expectations regarding estimated response times for issue resolution.
- Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
- Promote teamwork and contact center success
- Providing 5-star customer service.

**EDUCATION**:

- Associates Degree or equivalent experience in a similar service desk role.

**PREFERRED QUALIFICATIONS**:

- Experience working on a helpdesk/service desk handling tickets
- Experience troubleshooting Desktop hardware and associated peripherals.
- Proficiency in navigating accounts
- Ability to resolve more complex support ticket requests
- Ability to provide support to new team members
- Effectively manage length of calls, handle time, and after call work.
- Promote teamwork and contact center success.
- Working knowledge of Apple, Windows, Chromebook hardware and software.
- Working knowledge of Windows 7, 10, Microsoft Office 365
- Experience with ServiceNow Ticketing System
- Experience or certification with ITIL
- Experience working in a fast-paced service desk
- Strong ability to troubleshoot issues.
- Strong communication skills.
- Ability to multitask well

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