Service Desk Analyst

JOB DESCRIBTION:

Tower Description:

The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR

The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents

Desired Candidate Profile:

Key Skills Required:

IT Service Desk experience 0-5yrs

Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)

Call Support should be there.

• Understanding of Windows 7 & 10 operating system
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
• Willingness to work in 24x7supportenvironment.
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development

Key Accountabilities:

• To provide 1st line technical support, answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Logging / verifying customer details
• Identifying the issue and categorizing / prioritize the incident
• Creating a ticket in CRM tool like ServiceNow
• Referring KB for workaround / resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)