Service Desk Analyst

5 hours ago

Bengaluru, Karnataka, India Schneider Electric Full time ₹ 40,00,000 - ₹ 80,00,000 per year

Job Description:

The Service Desk Analyst provides support for basic incident resolution and requests reported by APAC Schneider Employees. Responsibilities include initial assessment, research, and resolution of basic incidents and requests regarding use of applications, software and infrastructure components. The Service Desk Analyst would be responsible for collecting information through a customer conversation, probing, accessing support tools, and additional support teams if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner.

Responsibilities:

1) Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desks or appropriate support teams to resolve incidents that are beyond the scope of their ability or responsibility.

2) Uses the appropriate CTI categories for logging incidents and requests.

3) Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.

4) Ensures the end-to-end customer experience and acts as a single point-of-contact for the customer.

5) Analyzes and resolves incidents and requests regarding use of application, software or hardware. Logs and tracks incidents/requests from identification through resolution. Follows up with other support teams involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help knowledgebase.

6) Gains knowledge on applications, processes and support to increase ability to resolve requests on first contact.

7) Provides after hours and on-call support as needed.

8) Adheres to and supports ITIL standards and procedures.

9) Adheres to Companies Code of Conduct and Mission and Value statements.

10) Flexible to perform other adhoc duties/shifts assigned as per operational requirement.

KNOWLEDGE, SKILLS & ABILITIES (Required):

Demonstrates and desire to learn processes, application, and technology.

Demonstrates good customer handling skills and techniques.

Good communication and negotiation skills.

Strong analytical and problem-solving skills.

Preferred:

Competency in MS Office O365 Suite.

ITIL Foundation certification (not Mandatory)

Prior experience in supporting customers in Technical Service Desk environment.

Prior experience voice, chat & email support.

Proficiency in using support software tools –Outlook,O365, Active Directory, VPN, Service Now, Windows 8/10 and above, iOS & Android devices.

Optional:

Mechanical and Software R&D Application support

  • It Service Desk Analyst

    2 weeks ago

    Bengaluru, Karnataka, India Frontier Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Job Title: IT Service Desk AnalystDepartment: Service DeskLocation: Bangalore Reports to: RSDMJob Type: Full-timeJob Summary:We are seeking a motivated and customer-oriented IT Service Desk Analyst to join our IT support team. The ideal candidate will provide first-line technical support to end-users, troubleshoot hardware and software issues, and ensure...

  • Service Desk Analyst

    2 days ago

    Bengaluru, Karnataka, India AtkinsRéalis Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    We're AtkinsRéalis, a world class Engineering Services and Nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. Created by the...

  • Global Service Desk Analyst

    1 week ago

    Bengaluru, Karnataka, India impact pvt Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Role : Global Service Desk AnalystExperience : International IT Service Desk/Technical SupportLocation : BangaloreSalary : Up to 6 LPAEducation : GraduationSkills: Troubleshooting and aiding users with various IT problems through phone and emailWilling to work in different time zones.Experience from working within a global environmentFluent English with...

  • Service Desk Analyst

    2 weeks ago

    Bengaluru, Karnataka, India Visa Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Company DescriptionVisa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure...

  • Service Desk Analyst

    2 weeks ago

    Bengaluru, Karnataka, India Visa Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Company Description Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure...

  • Senior IT Service Desk Analyst

    8 seconds ago

    Bengaluru, Karnataka, India Asapp Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    At ASAPP, our mission is simple: deliver the best AI-powered customer experience—faster than anyone else. To achieve that, we're guided by principles that shape how we think, build, and execute. We value customer obsession, purposeful speed, ownership, and a relentless focus on outcomes. We work in tight, skilled teams, prioritize clarity over complexity,...

  • Service Desk Analyst

    1 week ago

    Bengaluru, Karnataka, India Pismo Full time ₹ 24,00,000 - ₹ 48,00,000 per year

    Company DescriptionFounded by experienced entrepreneurs and engineers in 2016, Pismo is a technology company that provides a comprehensive processing platform for banking, card issuing and financial market infrastructure and helps customers innovate and build the next generation of banking and payment solutions. Pismo joined Visa in 2024.Leveraging Visa's...

  • IT Service Desk Italian

    1 week ago

    Bengaluru, Karnataka, India ITC Infotech Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Key Responsibilities: 4 - 6 yrs. Italian language proficiency is required. Act as the first point of contact for end-users via phone, email, chat, or ticketing system. Log, track, and manage incidents, service requests, and escalations in the ITSM tool. Provide remote troubleshooting for desktops, laptops, applications, network, and other IT-related issues....

  • Lead, Service Desk

    3 days ago

    Bengaluru, Karnataka, India Zones. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Description Position at Zones LLC. Company Overview:  When it comes to IT solution providers, there are many choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's only one: Zones – First Choice for IT.TM  Zones is a global Solution Provider of end-to-end IT solutions with an unmatched supply...

  • Service Desk Lead

    5 days ago

    Bengaluru, Karnataka, India 33c05c3e-0453-46d8-8b16-a3077e52e0db Full time ₹ 10,00,000 - ₹ 15,00,000 per year

    Summary:We are hiring a Service Desk Lead to manage and strengthen our SOC Service Desk function. This role is ideal for someone who has led IT support teams and now wants to grow deeper into cybersecurity. You will work closely with our SOC analysts, security engineers and customers to make sure alerts, incidents and service requests are handled efficiently...