Experienced Technical Support Specialist

4 days ago

Pune, Maharashtra, India beBeeAnalytical Full time ₹ 9,87,654 - ₹ 12,34,567
Job Overview

The Senior Service Desk Analyst will provide support and guidance to enhance Service Desk Operations. This role entails analyzing, documenting, and reporting improvement areas related to members, processes, knowledge base, documentation, tools, training, and prioritizing tasks to ensure quality parameters are met.

Key Responsibilities
  1. Develop a thorough understanding of all products supported, service levels, tools, and standard practices.
  2. Stay current with product information, review process changes, and client updates to ensure standard processes and procedures are followed.
  3. Organize ideas and communicate messages effectively to listeners and situations.
  4. Review tickets, surveys, retrain, respond to escalations, and prioritize tasks to ensure set practices and quality parameters are followed.
  5. Identify and suggest long-term solutions to repetitive scenarios.
  6. Discuss shift-specific observations with floor supervisors to minimize repetition.
  7. Motivate, develop, and mentor team members in a dynamic environment.
  8. Assist members timely with challenges to ensure quality of delivery and user experience is met.
  9. Conduct bi-monthly refresher training to communicate solutions and assist team members to overcome and improve.
Requirements
  • Basic knowledge of IT infrastructure and component functionalities.
  • Multi-tasking capabilities.
  • Strong written communication and analytical skills.
  • Knowledge of customer service principles and practices.
  • Inspire and motivate teamwork for achieving goals.
  • Be open to new ideas from team members.
  • Ability to mentor and provide feedback.
  • Ability to work with cross-departments.
  • Solution-oriented.
Qualifications
  • Minimum Bachelor's degree or equivalent experience.
  • 3+ years of senior IT service desk/helppdesk/technical support/quality analyst experience.

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