Hiring For Service Desk Analyst

2 weeks ago

Pune, Maharashtra, India Nihilent Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Key Accountabilities:

• Act as a single point of contact for all IT issues and queries.

• Receive and log all customer contacts via multiple channels (phone, email, chat, self-service).

• Use probing questions and defined knowledge information to accurately log the details of the customers enquiry.

• Troubleshoot tickets and make accurate decisions on the right path for resolution of the customer enquiry i.e., concluding as a First Time Fix or assigning to 2nd or 3rd party resolution teams.

• Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues.

• Where appropriate use personalized decisions and actions to add value by resolving the customers enquiry at the point of contact.

• Ensure all relevant information is clearly recorded in the ITSM tool.

• Provide timely and accurate updates to tickets.

• Where required ensure the timely escalation of complaints to the appropriate level.

• Continuously maintain a high standard of customer service.

• Create and publish support documentation and knowledge information and support the Team Leader in training of new staff.

• Alert the line management to identify trends in customer issues or queries.

• Completion of ad-hoc tasks assigned by Management.

Essential Skills, Knowledge & Experience:

• A highly customer focused individual that proactively raises the profile of IT and the SSC within the customer environment they support.

• Demonstrates a passion about customer service.

• Dynamic and enthusiastic person who enjoys working within a fast-paced environment.

• Excellent written and oral communication skills.

ITIL foundation or experience of working in an ITIL environment

• Experience with desktop and server operating systems

• Basic network and server troubleshooting skills

• Intermediate pc troubleshooting skills

• One year of Service Desk experience

• Intermediate understanding of Microsoft Productivity tools (Office 365, Teams etc)

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