Service Desk Analyst
2 months ago
OVERVIEW
Under 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 escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in providing appropriate solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and informational queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.
DESCRIPTION
Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.
Timely Identify, escalate, communicate and drive all Priority 1 Incidents till Closure.
Perform initial review of new tickets, advance analysis, research, exhaust, and document the test and troubleshooting steps accurately for further investigation based on the recorded information.
Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.
Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.
Review Open tickets queue, handover, tasks, and tickets are distributed evenly for its timely progress, and set practices followed by all the members without errors.
Recommend knowledge base articles on known scenarios to validate and make them available to the targeted audience.
Research required information using available resources.
Follow standard processes and procedures.
Identify and escalate priority issues to appropriate teams and resources, as applicable.
Accurately process and record the communication on the Service Desk ticket.
Where appropriate, offer alternative solutions to retain customers’ and clients’ business.
Organize thoughts and communicate verbal messages appropriate to listeners and situations.
Follow up timely and make callbacks as scheduled, where necessary.
Stay current with system information, changes, and updates and guide the team on how to avoid making errors while processing the relevant request.
Progress team members’ tickets during their absence or when progress is requested.
Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.
Assist Service Desk Analysts in answering complex requests, bulk tasks needing additional team members, or with prompt ticket closure.
First Point of contact for Service Desk Analyst.
Report errors observed in tickets, and process gaps, to Manager or on-floor supervisor.
Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.
REQUIRED SKILLS
Efficient with timeliness and prioritization.
Knowledge of customer service principles and practices.
Phone etiquette.
Effective listening skills.
Ability to speak and write clearly and accurately.
Multi-tasking capabilities.
Strong written communication and analytical skills.
Knowledge of computer fundamentals, web applications, and troubleshooting skills.
Willingness to co-operate with others and work for the greater good.
Demonstrated proficiency in grammar and typing skills.
Proactive in assisting team members.
REQUIRED EXPERIENCE AND QUALIFICATION
Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.
3+ years of experience with Phone and email support experience in IT Service Desk or Helpdesk or Technical Support with global customers.
Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.
Able to manage Severity Incidents and escalations independently.
DESIRED SKILLS AND EXPERIENCE
Awareness about ITIL (Information Technology Infrastructure Library) Practices.
Work experience in the Pharma industry is a plus.
-
Service Desk Analyst
2 months ago
Delhi, India TransPerfect Full timeOVERVIEWUnder 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 escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in...
-
Service desk analyst
2 months ago
Delhi, India TransPerfect Full timeOVERVIEWUnder 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 escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in...
-
Service Desk Analyst
5 days ago
Delhi, India Tata Consultancy Services Full timeTCS hiringRole: Service Desk AnalystLocation: Pune, BangaloreExperience: 2-5Must Have:3 years of experience handling Service Desk services.Fluency in English (Reading, Writing, Speaking)Understand and responds in Business CommunicationsGood Managerial SkillUnderstanding and knowledge on IT Infrastructure.Work in any shift (24*7)
-
ITIS Service Desk Analyst
2 months ago
Delhi, India Tata Consultancy Services Full timeTCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.What we are looking forRole: ITIS Service Desk AnalystExperience Range: 4 – 6 YearsLocation: ChennaiMust-Have:Answers and responds to inbound calls or electronic requests...
-
Service Desk Analyst
1 month ago
Delhi, India Wipro Full timeService Desk Analyst:- Good knowledge of laptop desktop troubleshooting- Qualification- Only Freshers graduates can apply- Language- Should know English- Shift- 24/7 rotational shift (including night shifts)- Location- Hyderabad- immediate joiners preferred.Role:1. As a Support Analyst, you will be responsible for assisting end users on applications...
-
ITIS Service Desk Analyst
2 months ago
Delhi, India Tata Consultancy Services Full timeTCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.What we are looking forRole: ITIS Service Desk AnalystExperience Range: 4 – 6 YearsLocation: ChennaiMust-Have:Answers and responds to inbound calls or electronic requests...
-
Service Desk Operations Manager
4 days ago
Delhi, Delhi, India Tata Consultancy Services Full timeWelcome to TCS, a global leader in IT services and consulting. We are seeking an experienced Service Desk Lead to join our team.About the RoleWe are looking for a skilled professional with 4-8 years of experience in providing exceptional service desk support. As a Service Desk Lead, you will be responsible for managing a team of service desk analysts,...
-
Service Desk Analyst
8 hours ago
Delhi, India Net2Source Inc. Full timeResponsibility:Work as a service desk analyst to process multimedia requests such as Audio and Video Conferences/events.Resolve Audio Conference (AC), Video Conference (VC) and Zoom booking issues.Communicate effectively with a diverse group of clients.Set up, monitor and manage audio & video conferences remotely and onsite.Process email and ticket requests...
-
Service Desk
3 months ago
Delhi, India Tata Consultancy Services Full timeGrade - BPO 1/2 Skill - Service Desk Location - Noida **Skill Set**: - 1-2 years of experience as a **Help Desk Analyst** or other customer support role - Good understanding of HR systems and processes - Problem solving skills are associated with an HR Administrativeenvironment. - Good Strong written and verbal communication skills - 80 TO 90%...
-
Flexi Analyst | Community Specialist
4 weeks ago
Delhi, India Flexi Analyst Full timeCompany DescriptionChamp Team of Business-Quality-Data & Content Analysts at Flexi Analyst help businesses build their community for Acquisition, Retention, and Engagement. The company is led by a Leadership team with experience in Accenture, Amazon, Flipkart, Apple, and Inmobi, aiming to create the world's largest community of Analysts. Flexi Analyst...
-
ITIS Service Desk
4 weeks ago
Delhi, India Tata Consultancy Services Full timeTCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.What we are looking forRole: ITIS Service DeskExperience Range: 4 – 6 YearsLocation: ChennaiMust-Have:- Coordinate the service desk team members in their daily duties of...
-
ITIS Service Desk
4 weeks ago
Delhi, India Tata Consultancy Services Full timeTCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.What we are looking forRole: ITIS Service DeskExperience Range: 4 – 6 YearsLocation: ChennaiMust-Have:Coordinate the service desk team members in their daily duties of...
-
Service Desk Lead
5 days ago
Delhi, India Tata Consultancy Services Full timeGreetings from TCS !!!Job Title :-Service Desk LeadJob Location :-TCS - New DelhiExperience required :-5- 8 YearsJob Description:Minimum 1-year previous IT Service Desk lead/manager experience5 years’ experience in IT Service Desk requiredReporting and data analysis skills in ServiceNowExcellent communication skills and customer handling skills.Excellent...
-
Service Desk Lead
4 weeks ago
Delhi, India Tata Consultancy Services Full timeRole: Service DeskExperience: 2 - 5Location: Hyderabad, ChennaiJob Description:People Management SkillsService Desk Operations experienceExcellent English language voice and written com skillsBasic Infra L1 experience (windows, network , office 365, MS Dynamics, Bomgar ,Snow etc )Willingness to work in 24/7 ops incl night shifts and weekendsIT/Application...
-
Service Desk Lead
4 days ago
Delhi, India Tata Consultancy Services Full timeGreetings from TCS !!!Job Title :- Service Desk LeadJob Location :- TCS - New DelhiExperience required :- 5- 8 YearsJob Description:Minimum 1-year previous IT Service Desk lead/manager experience 5 years’ experience in IT Service Desk required Reporting and data analysis skills in ServiceNow Excellent communication skills and customer handling skills....
-
Service Desk Executive
2 months ago
Delhi, Delhi, India Innefu Labs Pvt. Ltd Full timeCompany: Innefu Lab Pvt. Ltd. Role: Service Desk Executive Experience: 0-2 years **Location: Delhi** Notice Period: Immediate Joiner Or 15 days We are a Series A Funded New Age Information Security & Data Analytics Company and we take pride in the fact that we have been delivering value to our customers with our innovative offerings and helping them adopt...
-
Service Desk Operations Manager
4 weeks ago
Delhi, Delhi, India Tata Consultancy Services Full timeAbout UsTata Consultancy Services is a leading IT services company that offers innovative solutions to clients across the globe.Job DescriptionThis is an exciting opportunity for a seasoned professional to take on a challenging role as Service Desk Lead. The selected candidate will be responsible for managing the day-to-day operations of our service desk,...
-
IT Service Desk Technician
1 week ago
Delhi, India DISCO Full time**Your Impact**: DISCO is looking for an IT Service Desk Technician who is passionate about providing exceptional customer service and thrives on solving complex technical issues. The Service Desk provides front-line technical support for our employees, on-board new employees, maintains the knowledge base and more. As a Service Desk Technician at DISCO, you...
-
Service Desk Admin
1 week ago
New Delhi, India Proactive Data Systems Full timeDaily MIS report of service desk health - Become SPOC for all service related calls - Analyse VOC trend imerged, issue reported ; improvement needed to minimize impact and reduce time and efforts by creating ,weekly ,fortnightly report. - Understand Cisco CX life cycle adpotion to practice - Asset Recovery and MIS of aging - Assist in hiring and...
-
IT Service Desk Lead Manager
6 days ago
Delhi, Delhi, India Tata Consultancy Services Full timeDiscover a new career opportunity with Tata Consultancy Services.Job Overview:As a seasoned IT professional, you will take on the role of Service Desk Lead Manager and contribute to delivering exceptional customer experiences.About Us:Tata Consultancy Services is a global leader in digital transformation driving your business outcomes through our consulting,...
