Advanced Technical Support Specialist

2 weeks ago

Hyderabad Secunderabad Telangana, India beBeeService Full time ₹ 1,04,000 - ₹ 1,30,878
Job Description

The role of the Service Desk Analyst is to provide advanced technical support to end-users, delivering timely and effective solutions. The focus will be on resolving complex technical issues remotely, ensuring that all users receive the necessary assistance.

The ideal candidate will have a logical approach to troubleshooting and possess excellent communication skills to effectively interact with both technical and non-technical users. They must also have the ability to think and act independently in a fast-paced environment.

  • Provide Tier II contact and incident resolution to customers with hardware, software, and application problems.
  • Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure.
  • Utilize remote tools and techniques to troubleshoot and resolve problems efficiently.

As a Service Desk Analyst, You Will:

  • Collaborate with Tier 1 support to gather initial information and escalate issues when necessary.
  • Document and communicate escalated issues clearly to facilitate efficient problem resolution.
  • Maintain accurate and detailed records of technical issues, solutions provided, and any follow-up actions taken based on ITIL best practices.
  • Contribute to knowledge base articles to facilitate Tier 1 support and self-service resolution.

Required Skills and Qualifications:

  • A full-time Technical Graduate with 3 to 5 years of experience in IT operations or Technical Service Desk with global customer-facing experience.
  • Good logical probing, understanding, and troubleshooting skills.
  • Experience working on ticketing system tools like Jira, Service Now, or Remedy is an advantage.
  • Exceptional English written and verbal communication skills.
  • Technical awareness with the ability to match resources to technical issues appropriately.

Benefits:

  • Opportunity to work with a dynamic team.
  • Professional growth and development opportunities.
  • Competitive compensation and benefits package.

Others:

  • Strong analytical skills.
  • Excellent customer service skills, including the ability to de-escalate issues.
  • Strong relationship-building skills, able to network and work well with remote stakeholders.
  • Excellent collaboration skills.
  • Understanding of process management.

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