IT ISService Desk
3 months ago
Atleast 3 years of experience handlingService Desk services.
Fluency in English (ReadingWriting Speaking)
Understand and responds in BusinessCommunications
Good Managerial Skill
Understanding and knowledge on IT Infrastructure.
Workin any shift (24*7)
Following are the roles andresponsibilities of Service Desk Analyst
Act as Singlepoint of contact as Customer Global Service Desk
Asignificant responsibility of Service Desk Analysts is to managesupport requests that can come through a range of networks such asemail chat and telephone. They must document issue severity andthey must utilize standard procedures to resolve issues. Analystsmust also maintain support tracking systems.
Create /Update KBA SOP
Service Desk Analysts must resolvetechnical issues remotely. For certain common problems such asinstallation and configuration problems they provide userstechnical documentation
Service Desk Analysts often mustaccelerate customer support requests to higherlevel IT supportspecialists if they are unable to resolve a particular issue ontheir own. Analysts then provide specialists with details about theissue so that they can resolve it effectively
ServiceDesk Analysts must maintain comprehensive records of issuesrelating to both software and hardware
respond torequests for technical assistance in person via phone chat web andemail
diagnose and resolve technical hardware andsoftware issues
research questions using availableinformation resources
advise user on appropriateaction
follow standard help desk procedures
log all help desk interactions
administer help desksoftware
follow up with customers and users to ensurecomplete resolution of issues
redirect problems tocorrect resource
identify and escalate situationsrequiring urgent attention
track and route problems andrequests and document resolutions
resolve technicalproblems with Local Area Networks and Wide Area networks
prepare activity reports
inform management of recurringproblems
stay current with system information changesand updates
help update training manuals for new andrevised software and hardware
train users asnecessary