
IT Service Desk Analyst
2 weeks ago
Total Exp : 0-1yr
Role : SD Analyst (technical support)
Shifts : Rotational ( 5 days WFO )
Location : Kolkata, Hyderabad, Bangalore
Any graduate fresher can apply
Responsibilities:
As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns
Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via telephone, chat, email or walk-ins
Identify and escalate tickets requiring urgent attention and action
Log all contacts and document all the activities and results accurately and completely within the incident management tool
Deal with and resolve helpdesk requests
Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner
To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles
Open to working in a 24x7 environment with rotating shifts and rotating weeks off
Requirements:
0-1 year of previous experience in IT helpdesk (Voice)
Excellent communications skills (verbal and written)
Knowledge on ITIL Framework and Terminologies
Knowledge on Windows, Mac operating systems & VDI environments
Demonstrated problem solving capabilities
Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner
Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays
Self-motivated achiever who gains satisfaction from providing excellent customer service
Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies
Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates
Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc..
Excellent organizational skills
Interested candidates can share their resume @ along with their preferred location
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