Enterprise Service Desk Analyst
Axispoint Technology Solutions Group
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
Job tags
Salary