Service Desk Analyst
14 hours ago
Primary 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 smooth operation of Stantec. Service Desk Analysts are under the management of the Team Lead, Service Desk
Primary responsibility is prompt, courteous customer support and service - respond professionally to requests for technical assistance via phone, remotely or in person (where applicable). Be present and visible in the Service Desk and available to customers requiring technical assistance. Follow-up on customer interactions, assessing whether this should be by phone, in person or email depending on the nature of follow-up required. Attention should be given to achieving First Call Resolution (FCR) as much as possible.
Key Accountabilities:
- Be willing to find answers to all questions addressed to them.
- Be ready to research questions using a variety of resources, and work with other IT and affiliated staff in answering customer questions.
- Obtain and evaluate all relevant information to handle inquiries.
- Diagnose and resolve technical hardware and software issues to the best of their ability and redirect issues to other Tiers or Resources as appropriate.
- Advise customers on appropriate action.
- Identify and appropriately escalate situations requiring urgent attention.
- Document resolutions: attaching relevant information to tickets, record details of inquiries, actions taken, communicate and coordinate with internal departments and customers.
- Stay current with system information, changes and updates
- Learn fundamental operations of commonly used software, hardware, and other equipment to provide excellent customer support.
- Stay abreast of current news, system information, problems, changes and updates relevant to our customer community.
- Be willing to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations.
- Familiarize themselves with the research and information resources and knowledge bases at hand to provide solutions to questions.
- Learn the functions of other Tiers and Resources for the purpose of triaging inquiries/ticket assignments appropriately.
- Follow standard Service Desk operating procedures;
- Accurately log all interactions using ticketing software.
- Process forms according to procedure.
- Manage customers' accounts.
- Participate in an on-call rotation if required.
-
Senior Service Desk Analyst
2 weeks ago
Pune, Maharashtra, India TransPerfect Full timeJob DescriptionOVERVIEW: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...
-
Senior Service Desk Analyst
1 day 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...
-
Service Desk Analyst
3 weeks ago
Pune, Maharashtra, India Stantec Full timeJob description Stantec is a global leader in sustainable engineering architecture and environmental consulting The diverse perspectives of our partners and interested parties drive us to think beyond what s previously been done on critical issues like climate change digital transformation and future-proofing our cities and infrastructure We innovate...
-
Service Desk Analyst
2 days ago
Pune, Maharashtra, India Capita Full time US$ 40,000 - US$ 80,000 per yearProvides enhanced technical levels of support for incident investigation and resolution for customers. Provide remote assistance & ticket resolution to a range of internal and external customers, responsible for handling escalations, follow ups and customer service.Job title:Service Desk AnalystJob Description:Logging incidents and service requests from...
-
Service Desk Analyst
3 weeks ago
Pune, Maharashtra, India Wipro Full timeWe use cookies to offer you the best possible website experience Your cookie preferences will be stored in your browser s local storage This includes cookies necessary for the website s operation Additionally you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website s performance as well as...
-
Service Desk Associate
3 days ago
Pune, Maharashtra, India Alp Consulting Ltd. Full timeRole Name: DeveloperRole Description:We are looking for experienced Service Desk Associates with a strong background in supporting large enterprise customers. The ideal candidate will have hands-on experience in infrastructure and application support.Competencies:IT IS – Service DeskExperience:6 to 8 yearsEssential Skills:Proven experience as a Service...
-
Service Desk Associate
1 day ago
Pune, Maharashtra, India Alp Consulting Ltd. Full timeRole Name: DeveloperRole Description:We are looking for experienced Service Desk Associates with a strong background in supporting large enterprise customers. The ideal candidate will have hands-on experience in infrastructure and application support.Competencies:IT IS – Service DeskExperience:6 to 8 yearsEssential Skills:- Proven experience as a Service...
-
Service Desk Agent
4 weeks ago
Pune, Maharashtra, India Fujitsu Full timeJob DescriptionJob description- Responsibilities:Should be handling Call / Chat / Email Support to end usersIdentifies issues create Service Request or Incident based on the issue type, and provide L1 resolution, on callShould flag any priority incidents immediately to the SMEEnsures Incident records are kept up to date throughout the life of the Incident,...
-
Engineer- IT Service Desk
3 weeks ago
Pune, Maharashtra, India Peoplefy Infosolutions Full timeJob DescriptionWe are hiring for one of our reputed MNC client based in Pune.We are looking for candidates with 3+ years of experience in service desk.Roles & Responsibilities:- Experience in L1 and L2 support.- Worked in service request, incident management & escalation management.- Troubleshooting experience in AD, DNS, LAN & basic windows application.-...
-
Service Desk
3 weeks ago
Pune, Maharashtra, India Manning Consulting Full timeJob Description- Act as the first point of contact for IT-related queries and issues raised by users.- Log, track, and manage incidents and service requests in the ticketing system.- Troubleshoot and resolve technical issues related to hardware, software, networks, and applications.- Escalate unresolved incidents to higher-level support teams as per SLA...