IT ISService Desk

Atleast 3 years of experience handling Service Desk services.
Fluency in English (Reading Writing Speaking)
Understand and responds in Business Communications
Good Managerial Skill
Understanding and knowledge on IT Infrastructure.
Work in any shift (24*7)

Following are the roles and responsibilities of Service Desk Analyst
Act as Single point of contact as Customer Global Service Desk
A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks such as email chat and telephone. They must document issue severity and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.
Create / Update KBA SOP
Service Desk Analysts must resolve technical issues remotely. For certain common problems such as installation and configuration problems they provide users technical documentation
Service Desk Analysts often must accelerate customer support requests to higherlevel IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively
Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware
respond to requests for technical assistance in person via phone chat web and email
diagnose and resolve technical hardware and software issues
research questions using available information resources
advise user on appropriate action
follow standard help desk procedures
log all help desk interactions
administer help desk software
follow up with customers and users to ensure complete resolution of issues
redirect problems to correct resource
identify and escalate situations requiring urgent attention
track and route problems and requests and document resolutions
resolve technical problems with Local Area Networks and Wide Area networks
prepare activity reports
inform management of recurring problems
stay current with system information changes and updates
help update training manuals for new and revised software and hardware
train users as necessary