Senior Service Desk Analyst
22 hours ago
OVERVIEW:Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Quality Analyst, will be responsible to support training and quality improvement within the Service Desk Operations. This role will analyze, record, report on improvement areas of members, processes, knowledgebase, documentation, tools, train, work on priority tickets and would act as backup for Senior Quality and Production team members. This position will perform all other Service Desk related tasks as required.DESCRIPTION:Develop thorough understanding on all the Products we support, Service Levels, tools, with other standard practices.Stay current with product information, review process changes, client updates, ensuring standard processes and procedures are followed and to record and report observed deviations, ensuring the best in class service delivery, at all time.Organize ideas and communicate oral messages appropriate to listeners and situations.Daily responsibilities may include review of tickets, surveys, retraining, responding to escalations and priority tasks, tickets, feedbacks to Service Desk Analyst, Service Desk Analyst II, Senior Service Desk Analyst ensuring set practices, quality parameters were followed.Identifying and suggestingDriving touch points from surveys, by reviewing and tracking its progress.Suggesting long term solutions to repetitive scenarios.Discuss shift specific observations with respective floor supervisor, to minimize repetition.Should be able to motivate, develop and mentor team members in a dynamically changing environment.Assist members timely, with their challenges, ensuring quality of delivery and user experience is always met.Conduct Bi-monthly refresher training, involving responsible members, to communicate appropriate solutions, assisting them to overcome and improve.Generate comprehensive and detailed reports about individual performance and training records.Act as a backup to Senior Analysts, Team Leads, Quality Leads, as required.Complete all other tasks that are deemed appropriate for your role and assigned by your manager.REQUIRED SKILLS:Basic knowledge of IT infrastructure and its 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 coming from team members.Ability to mentor and provide feedback.Ability to work with cross departments.Solution Oriented.REQUIRED EXPERIENCE AND QUALIFICATIONS:Minimum Bachelor’s degree or equivalent experience.3+ years of Senior IT Service Desk \ Helpdesk \ Technical Support \ Quality Analyst experience.DESIRED SKILLS AND EXPERIENCE:ITIL V3 Foundation.
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Senior Service Desk Analyst
2 weeks ago
Pune, Maharashtra, India TransPerfect Full timeOVERVIEW:Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Quality Analyst, will be responsible to support training and quality improvement within the Service Desk Operations. This role will analyze, record, report on improvement areas of members, processes, knowledgebase, documentation, tools, train, work on priority...
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Senior Service Desk Analyst
2 weeks ago
Pune, Maharashtra, India TransPerfect Full timeOVERVIEW: Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Quality Analyst, will be responsible to support training and quality improvement within the Service Desk Operations. This role will analyze, record, report on improvement areas of members, processes, knowledgebase, documentation, tools, train, work on priority...
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Senior Service Desk Analyst
1 week ago
Pune, Maharashtra, India TransPerfect Full time ₹ 9,00,000 - ₹ 12,00,000 per yearOVERVIEWUnder general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior 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...
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Service Desk Analyst
1 week ago
Pune, Maharashtra, India Tata Consultancy Services Full time ₹ 5,00,000 - ₹ 10,00,000 per yearYears of experience: 2-5 yearsJob Location: Pune/NoidaMust-HaveAtleast 3 years of experience handling Service Desk services. Fluency in English (Reading, Writing, Speaking) Understand and responds in Business Communications Good Managerial Skill Understanding and knowledge on IT Infrastructure. Work in any shift (24*7)Good-to-Have ITIL Knowledge ...
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Service Desk Analyst
22 hours ago
Pune, 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 Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a...
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Service Desk Analyst
1 week ago
Pune, Maharashtra, India TransPerfect Full time ₹ 4,00,000 - ₹ 8,00,000 per yearOVERVIEWUnder 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 Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a...
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Service Desk Analyst
23 hours ago
Pune, India TransPerfect Full timeOVERVIEW 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 Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a...
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Service Desk Analyst
14 hours ago
Pune, 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 Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a...
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Service Desk Analyst
2 weeks ago
Pune, Maharashtra, India Stantec Full time US$ 40,000 - US$ 80,000 per yearPrimary Purpose of Position:The Service Desk Analysts are the first point of contact for staff seeking technical assistance for technology issues relating to company supported computer applications and platforms. They serve as members of the ITSC Team by providing technical support over the phone, remotely and occasionally in person, and maintaining the...
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It Service Desk Analyst I
1 week ago
Pune, Maharashtra, India Arrow Electronics Full timePosition IT Service Desk Analyst I IT ServiceDesk Analyst What you ll be doing Service Desk Analysts are on the frontline of customer support They are focused on helping to resolve technical issues end users encounter or connecting those users with more intensive IT support when needed A Tier 1 Service Desk Analyst typically takes the initial...
