Enterprise Service Desk Analyst

Location

Bangalore | India

Job description

The Service Desk Analysts role is to provide a wide range of services related to Incident Management and Request Management as defined by ITIL. This position requires the SD Analyst to utilize a vast array of experience, skills, systems, and tools to support customers' IT organizations and end-users. This positions primary function is to provide technical support for hardware, software, network, and telephony related issues, achieving first call resolution.

Responsibilities:

• Act as a point of contact for phone calls, emails, and tickets from external internal clients regarding IT services
• Receive and log customer Incidents and Service Requests received by phone, email, or self-service
• Documentation, recording updating incident details in the ITSM platform
• Accurately classify, prioritize, and record Incident Request details into the ticketing system
• 1ST and 2nd line Support-troubleshooting of IT related problems software and Hardware, Windows, Laptops, PCs, Printers
• Troubleshoot basic network issues such as ADSL broadband issues
• Assist with dispatch functions and routing of tickets to field techs
• Routing of tickets to tier-2 resolvers when necessary
• Take Ownership of user's problems and follow up the status of problems on behalf of the user and communicate progress promptly
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Installation of new hardware's and software's
• Install, Troubleshoot Browsers -Chrome, Edge, Safari, Mozilla
• Troubleshoot email client Outlook, Lotus

Qualifications:

• 2 years previous IT Service Desk and/or Call Center experience required
• Associates Degree is preferred
• Must be a team player and collaborative
• Strong interpersonal communication skills and the ability to communicate with customers, vendors and partners, and across all levels
• Excellent time management skills
• Ability/flexibility for after-hours work and escalations in support of our 24x7xAlways operation
• Must have experience in handling multiple B2B customers
• Ability to adapt to the dynamic environments
• Self-starter uses an appropriate sense of urgency and has the capability of resolving complex technical problems and requests both independently and collaboratively with a team
• Willingness and desire to continue advancing technical expertise through collaboration with Engineers, Architects and pursuit of technical certifications
• Ability to follow and document standard processes and procedures
• Ability to stay calm under pressure in a fast-paced environment, maintain a positive attitude, and quickly adapt to changing priorities and new technologies

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