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Service Desk Analyst
4 months ago
Job Title: Service Desk Analyst
Location: Pune/Kolkata/Hyderabad/Coimbatore/Bangalore
Mode of interview: Virtual/Walk-In
Shift: rotational 24x7
Description:
The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR
The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents
Key Skills Required:
IT Service Desk experience 0-5yrs
Excellent communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)
Understanding of Windows 7 & 10 operating system
Assisting with configuring/troubleshooting of Software and Hardware
Experience working with ServiceNow to log, track, close tickets
Experience in resolving IT issues via phone/email/chat
Excellent telephone etiquettes and customer service
Excellent troubleshooting skills
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
Willingness to work in 24 x 7 support environment including working on Weekends and Holidays.
Excellent time management skills and ability to work under pressure
