Service Desk Analyst

1 week ago

Mumbai, India Mufg Pension Market Services Full time

Job Description Key Accountabilities and Main Responsibilities Operational Management - Ticket triage / categorisation / prioritisation / assignment. - Escalation of Major IT Incidents, - AD user record currency, network Share access, account provisioning / termination - Provide high quality customer service on inbound and outbound calls - Provide efficient and effective query resolution by taking ownership for first call resolution - Identify opportunities to provide information regarding other value-added services - Participate in formal and informal team based training - Adhere to all legislative requirements required for the role - Ensure Service Level compliance for Incidents and Requests - Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner - Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered - Maintain and improve on key Service Desk performance indicators - Participation in quality development - Active involvement in team and cultural change within the Service Desk team - Other responsibilities as directed by the Manager or Team Leader, Service Experience & Personal Attributes - Experience working on a Service Desk - providing IT support - Active Directory - Service Now - ITIL processes - Strong written and verbal communication - Strong customer service skills

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