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Service Desk Analyst
2 weeks ago
Years of experience: 2-5 yearsJob Location: Pune/NoidaMust-Have
- 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)Good-to-Have
- ITIL Knowledge
- Understanding and knowledge on IT Infrastructure.
Role descriptions / Expectations from the Role1 Following are the roles and responsibilities of Service Desk Analyst
- 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 manuals for new and revised software and hardware
- train users as necessary
