Serrala Center of Excellence
Location
Pune | India
Job description
As a Service desk agent and part of the Global IT team you will play a pivotal role in evaluating and improving the functionality of our enduser IT systems and applications. This is a dynamic role that requires solid IT system analysis knowledge and expertise to succeed as a service desk analyst at our company. We are looking for someone whose IT knowledge improves system performance and enduser assistance.
MustHaves:
Customer Support: Act as the primary point of contact for all ITrelated issues and inquiries from customers. Provide prompt and courteous responses to customer queries via tickets phone email or chat.
Technical knowledge Expertise: Strong IT system analysis knowledge and expertise to succeed as a service desk analyst. You should be proficient in ticket assigning and First call resolution of our end user. Answering incoming IT questions from clients and staff in person over the phone or remotely. Monitor and manage service desk tickets to ensure timely resolution and adherence to service level agreements (SLAs).
Documentation and Knowledge Base: Maintain accurate records of customer interactions technical issues and solutions provided. Contribute to the development and updating of the IT knowledge base and support documentation.
ITIL Principles: Possess a strong understanding of ITIL principles and best practices. Experience in implementing ITIL methodologies to enhance system performance incident management and service delivery is essential.
Interpersonal and Communication Skills: Excellent communication skills are vital. You should be able to articulate complex technical concepts to nontechnical stakeholders effectively. Collaboration is key and you must thrive in a teamoriented environment.
Agility and SelfOrganization: The IT landscape is ever evolving and you must be adaptable to change. You should be comfortable working in an agile environment capable of selforganizing and prioritizing tasks effectively.
Job tags
Salary
