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IT Service Desk Expert

2 months ago

Pune, Maharashtra, India TransPerfect Full time
About the Role

We are seeking an experienced IT Service Desk Analyst to join our team at TransPerfect. As a Senior Service Desk Analyst, you will play a crucial role in providing exceptional support to our customers by troubleshooting and resolving technical issues efficiently.

Key Responsibilities:
  • Assist customers with escalated service requests, incidents, and changes using assigned online ticketing systems.
  • Act as the escalation point for Service Desk Analysts II and I, providing timely solutions to complex technical issues.
  • Analyze user environment scenarios, application-related problems, and assist with navigation around application features, menus, and informational queries.
  • Clearly communicate solutions to customers in a user-friendly and professional manner.
Requirements:
  • Minimum 5+ years of experience in IT Service Desk or Helpdesk with global customers.
  • Strong computer fundamentals, basic knowledge of the Internet, browsers, and MS Office Suite.
  • Able to manage Severity Incidents and escalations independently.
Desired Skills and Experience:
  • Awareness of ITIL practices is a plus.
  • Work experience in the Pharma industry is also beneficial.
About the Salary

The estimated salary for this position is $60,000 - $80,000 per year, depending on qualifications and experience.