Senior Service Desk Analyst

3 weeks 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.

  • It Service Desk Analyst I

    2 weeks ago

    Pune, Maharashtra, India Arrow Electronics Full time

    Position IT Service Desk Analyst I IT ServiceDesk Analyst What you ll be doing Service Desk Analysts are on the frontline of customer support They are focused on helping to resolve technical issues end users encounter or connecting those users with more intensive IT support when needed A Tier 1 Service Desk Analyst typically takes the initial...

  • 3 Days Left) Service Desk Analyst

    3 weeks ago

    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

    2 weeks ago

    Pune, Maharashtra, India Wipro Full time

    Role PurposeThe purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectivesDo Be responsible for primary user support and customer service Respond to queries from all calls portal emails chats from the client Become familiar...

  • Service Desk Analyst

    1 week 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...

  • Service Desk Analyst

    1 hour ago

    Pune, Maharashtra, India Wipro Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Role PurposeThe purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectivesDo1. Be responsible for primary user support and customer servicea. Respond to queries from all calls, portal, emails, chats from the clientb. Become...

  • Service Desk Analyst

    2 weeks ago

    Pune, Maharashtra, India Wipro Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Role:The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectivesDo:Be responsible for primary user support and customer serviceRespond to queries from all calls, portal, emails, chats from the clientBecome familiar with each...

  • Service Desk Analyst

    2 weeks ago

    Pune, Maharashtra, India Capita Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Provide 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:Service Desk Analyst (SAP)Job Description:Serve as the initial contact for SAP  support via...

  • Service Desk Operations Specialist

    2 weeks ago

    Pune, Maharashtra, India beBeeServiceDeskManager Full time ₹ 1,04,000 - ₹ 1,30,878

    Senior Service Desk ManagerWe are seeking a highly skilled and experienced Senior Service Desk Manager to join our team. As a key member of our service delivery organization, you will play a critical role in ensuring the smooth operation of our service desk.

  • IT Service Desk Engineer

    6 days ago

    Pune, Maharashtra, India Emmersive Technologies Full time ₹ 20,00,000 - ₹ 30,00,000 per year

    Position: IT Service Desk AnalystLocation: Pune (Onsite)Shift: 24x7 Rotational ShiftExperience Level: 1-3 yearsAbout the Role:We are looking for a dynamic and customer-focused Service Desk Analyst to join our IT team. The ideal candidate will be a tech-savvy individual with a strong understanding of Windows, macOS, Office 365, VPN, and MDM technologies. You...

  • Service Desk Specialist

    3 weeks ago

    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...