Service Desk Analyst

5 hours ago

Pune, Maharashtra, India Tata Consultancy Services (TCS) Full time ₹ 2,00,000 - ₹ 6,00,000 per year
  • IT Service Desk Operations
  • Atleast 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)
  • ITIL Knowledge
  • Understanding and knowledge on IT Infrastructure.
  • Act as Single point of contact as Customer Global Service Desk
  • A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.
  • Create / Update KBA, SOP
  • Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation
  • Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively
  • Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware
  • respond to requests for technical assistance in person, via phone, chat, web and email
  • diagnose and resolve technical hardware and software issues
  • research questions using available information resources
  • advise user on appropriate action
  • follow standard help desk procedures
  • log all help desk interactions
  • administer help desk software
  • follow up with customers and users to ensure complete resolution of issues
  • redirect problems to correct resource
  • identify and escalate situations requiring urgent attention
  • track and route problems and requests and document resolutions
  • resolve technical problems with Local Area Networks and Wide Area networks
  • prepare activity reports
  • inform management of recurring problems
  • stay current with system information, changes and updates
  • help update training ma nuals for new and revised software and hardware
  • train users as necessary

Location

Pune

Job Function

IT INFRASTRUCTURE SERVICES

Role

Engineer

Job Id

378453

Desired Skills

IT IS_Service Desk | Service Desk

Desired Candidate Profile

Qualifications : BACHELOR OF ENGINEERING

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