15h Left) Service Desk Analyst

Company DescriptionOur Parent Organization NEC Corporation is a 25 billion Company with offices spread across the globe NEC is a multinational provider of information technology IT services and products headquartered in Tokyo Japan with 122 years of experience in evolution with technology and innovation It is recognized as a Top 50 Innovative Company globallyNEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of Orchestrating a brighter world NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety security fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential NEC Software Solutions India Private Limited is based in Mumbai Worli Airoli and Bangalore with an employee strength of 1500 It is one of the foremost providers of end-to-end IT services across various sectors We work with diverse industry verticals which include publishing media financial services retail healthcare and technology companies around the world Our customers range from two-person startups to bn listed companies We have more than 30 years of experience in providing end to end IT services across the globe and have earned a reputation for delighting our customers by consistently surpassing expectations and helping them deliver robust market-ready software products that meet the highest standards of engineering and user experience Supported by more than 1300 exceptionally talented manpower we are a hub for offshore support and technology servicesThe service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes The objective of the service desk analyst is to restore normal service to the users as quickly as possible The successful candidate will be required to work in a rotational shift pattern between 09 00 AM - 23 30 AM Monday-Friday The successful candidate should also be ready to work 24 7 Required Skills Basic IT Technical Skills Interpersonal skills such as telephony skills communication skills active listening and customer care training The successful candidate will be responsible for To recognise the importance of good timekeeping which ensures punctual login to the phone system and aids call management in line with service SLAS To manage the functional mailboxes and ensure timely logging of emails in the service management tool To be able to troubleshoot Microsoft Outlook Teams and other Microsoft applications like OneDrive Forms etc To accurately log all relevant incident service requests and requests for change details in accordance with service-specific documented procedures To allocate categorisation and prioritisation levels in accordance with customer contractual requirements To provide first-line investigation and diagnosis where applicable To collect and record accurate information use Quick Solutions where in place to aid the second line team to progress any calls transferred to their Group To resolve those incidents service requests classified as First-Line-Fix i e password resets and account reactivations deactivations etc To keep users informed of progress especially post SLA breach To accurately close using closure codes all resolved incidents requests and other calls in a timely manner especially at month end To reflect on customer feedback through customer call closure surveys To contribute to team meetings To undertake all required training for the role Essential Ability to make decisions and take ownership Ability to work under pressure Self-motivated Excellent interpersonal and communication skills Experience in Incident Management Knowledge of ITIL functions Excellent spelling and grammatical skills Ability to influence shape and manage processes Flexibility in approach Experience using incident logging tools QualificationsAny graduateAdditional InformationExcellent Communication Skills required