IT Service Desk Analyst I - [MG145]

IT Service Desk Analyst I - [MG145]

14 Sep
Arrow Electronics
Bangalore Rural

14 Sep

Arrow Electronics

Bangalore Rural

Job Description:

IT ServiceDesk Analyst

What You’ll Be Doing

- Provides accurate solutions to user problems to ensure user's productivity.

- Responds to all calls received by the Help Desk (Phone, Email, Chat, Web) and ensures that each Help Desk call received is logged.

-  Follows escalation processes and refers more difficult and time consuming issues to the next corresponding support group when appropriate.

-  Informs users of any global problems or system outages.

- Maintains a professional Help Desk image at all times being courteous and helpful.

- Enhances and develops quality support methods and communication skills through coaching and feedback.

- Assists in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on customer satisfaction.

- Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.

- Assists in special product-related issues as needed.

- First point of contact for providing support for all IT applications and systems to internal end users.

- Applies knowledge of information systems and services to investigate and identify applications, systems and network problems. Uses tools, techniques and knowledge bases to resolve issues.

What We Are Looking For

- Has minimum 3 years of experience in a global service delivery team.

- Has solid knowledge of IT service norms such as customer satisfaction, call closure norms such as response time, resolution time, etc.

- Has excellent written and verbal communication skills.

- Has a good understanding of how the IT helpdesk function integrates with other IT functions in accomplishing the desired results in the required areas.

- Has experience in exercising tact and diplomacy for sensitive situations.

- Has aptitude to understand Arrow procedures, evaluate appropriate alternatives and make a judgment based on the analysis of factual information.

- Exposure to an Oracle ERP environment is a plus.

- Voice support experience in a Global setup is a must

- Willingness to work in 24*& 7 environment

- Willing to work in night shifts

- What’s In It For You

- Training and professional development

- Performance coaching

- Work with fun team in a supportive environment

- Work at a strong and growing company

- Community involvement opportunities

- Lucrative night shift allowances

The original job offer can be found in Kit Job:

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