Service Desk Analyst

2 weeks ago

kottayam, India TransPerfect Full time

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.

  • Front Desk Executive

    6 months ago

    Kottayam, India IRISH EXPERT LLP Full time

    Ø Greet and welcome guests as soon as they arrive at the office Ø Direct visitors to the appropriate person and office Ø Answer, screen and forward incoming phone calls Ø Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g., pens, forms and brochures. Observing professional etiquette. Ø Receive, sort and...

  • Business Analyst

    2 months ago

    Kottayam, India NSquare Xperts Full time

    About Us :-NSquare Xperts is a software development services company, specialized in; Microsoft Dynamics 365 | Power Platform | Salesforce | Product Engineering Services. We have a strong experience across industry verticals. Our clientele span across domains like: Education, Retail, Healthcare, Travel & Hospitality, Insurance, Human resources, Utility,...

  • Junior Data Analyst

    2 days ago

    Kottayam, India Techwave Solutions Full time

    Company Description Techwave Solutions is a leading IT services, consulting, and business solutions company with over 15 years of experience in transforming businesses. The company partners with major organizations globally, offering consulting-led, cognitive-driven business, technology, and engineering services. Techwave Solutions' Location Independent...

  • Front Office Executive

    6 months ago

    Kottayam, India Abe Services Private Limited Full time

    **Company profile** Abe services is one of the most reliable and trusted overseas educational consultancy in India accredited with an AAERI membership with its head office in Cochin. Since 2008, Abe services has established a proven track with helping students achieving their dream of studying abroad. We are in immediate requirement of a **Front Office...

  • Front Office Executive

    2 months ago

    Kottayam, India Abe Services Private Limited Full time

    **Company profile** Abe services is one of the most reliable and trusted overseas educational consultancy in India accredited with an AAERI membership with its head office in Cochin. Since 2008, Abe services has established a proven track with helping students achieving their dream of studying abroad. We are in immediate requirement of a **Front Office...

  • Receptionist Admin

    4 weeks ago

    Kottayam, India Bridgeway motors Full time

    ** Service reception** ** Completion of service reception** ** Vehicle handover** ** Service follow-up** ** HR Coordination** **Job Types**: Full-time, Fresher Pay: From ₹15,000.00 per month **Benefits**: - Cell phone reimbursement - Leave encashment - Provident Fund Schedule: - Morning shift Supplemental Pay: - Performance...

  • Front Office Assistant

    2 weeks ago

    kottayam, India The Hosteller Full time

    Position: Front Desk AssociateDuration: Full-timeDepartment: OperationsExperience: 0-1 years in the hospitality industryJob Brief:As a Front Desk Associate, the individual will play a crucial role in delivering an exceptional guest experience. This position serves as the first point of contact for guests, responsible for managing check-ins and check-outs,...

  • Front Office Receptionist

    6 months ago

    Kottayam, India HOTEL AARIYAAS REGENCY Full time

    **Responsibilities and essential job functions include but are not limited to the following**: - **Master the technical skills of the Front Desk Operations**: - **Learn the tasks and responsibilities of the Reception**: - **Maintain high standards of teamwork with the Front Office Team**: - Possess an upbeat personality with a desire to deliver...

  • Senior Software Development Engineer in Test

    3 weeks ago

    Kottayam, Kerala, India Norstella Full time

    **Job Role:** QA Automation EngineerAbout NorstellaNorstella is a global pharma intelligence solution provider with a mission to help clients bring life-saving therapies to market quicker. Our organization unites best-in-class brands to navigate the complexities of the drug development life cycle.We deliver must-have answers for critical strategic and...

  • Front Desk Officer

    5 months ago

    Kottayam, India SantaMonica Full time

    Experience in receptionist duties and customer service - Excellent verbal and written communication skills - Proficiency in phone etiquette and computer literacy - Strong interpersonal skills and ability to handle guests' inquiries and complaints - Ability to multitask and work in a fast-paced environment - Attention to detail and problem-solving skills -...

  • Maintanance Supervisor

    2 months ago

    Kottayam, India Rhythm hospitality Resort kottayam Full time

    Supervise day-to-day maintenance operations of the hotel, including equipment, plumbing, electrical systems, and general repair tasks. - Coordinate with housekeeping, front desk, and other departments to ensure timely resolution of maintenance issues. *Implement and manage the preventive maintenance schedule for all hotel facilities and equipment to ensure...

  • Senior Business Intelligence Developer

    3 weeks ago

    Kottayam, Kerala, India iSoftStone Full time

    Job OverviewiSoftStone is seeking an experienced Senior Business Intelligence Developer to join our team. In this role, you will be responsible for delivering business intelligence services, BI software development, and presenting Power BI reports.Key ResponsibilitiesDesign and develop Power BI reports and dashboards to meet the business stakeholders'...

  • Workplace Coordinator

    2 months ago

    kottayam, India WeddingWire India Full time

    ABOUT THE ROLE AND OUR TEAM: The Senior Coordinator Workplace position is a service-oriented individual and responsible for delivering an exceptional client experience to our internal team. You will play a vital role in aiding in the support of hybrid work, managing all office vendor relationships, and operational projects. This role is critical in...

  • Senior Information Security Engineer

    1 month ago

    Kottayam, India Flexera Full time

    Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service....

  • Database Architect

    3 weeks ago

    Kottayam, Kerala, India Collabera Digital Full time

    Job Title: Database Architect - Azure Expert Job Overview: As a seasoned professional in data modelling, you will be responsible for designing and implementing both relational and non-relational data models in Azure. You will collaborate closely with cross-functional teams to ensure data architectures meet business needs. Key Responsibilities: 1. Design...

  • Sr. Fullstack Engineer

    2 weeks ago

    Kottayam, India Norstella Full time

    About NorstellaAt Norstella, our mission is simple: to help our clients bring life-saving therapies to market quicker—and help patients in need. Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle —and get the right treatments...

  • Power Automate Developer

    3 weeks ago

    Kottayam, India Delphic (South Asia) Full time

    Location: [Remote]Job Type: Full-timeJob Overview:We are seeking a talented Power Automate Developer with at least 2 years of experience to join our team. The ideal candidate will have a solid understanding of Microsoft Power Automate and be able to design, implement, and optimize workflows and automation processes across various applications and platforms....

  • Finacle Consulting

    3 months ago

    Kottayam, India Infosys Full time

    Who are weThe Finacle Consulting Group (FCG) is the business and digital consulting arm of Infosys Finacle, the leading global banking solution provider. Finacle leads the analyst’s quadrant as the leader in banking transformation solutions with a history of 25+ years serving the leading global banks. We have a global footprint with 250 + clients across...

  • Senior Global Technical Salesforce Architect

    1 month ago

    Kottayam, India Olympus Medical Systems India Pvt Ltd Full time

    About OlympusOlympus Medical Systems India Private Limited commenced its business operation in Indian market on April 1, 2010. Olympus Medical Systems India is a wholly owned subsidiary of Olympus Corporation, Japan. Taking a plunge into the Indian market, team at Olympus wants to be the most respected reliable and chosen brand in health care domain. Olympus...