We are looking to hire an organized Service Desk Analyst to join our incredible team at NEC Software Solutions (India) in Mumbai.
Growing your career as a Full Time Service Desk Analyst is a fantastic opportunity to develop useful skills.
If you are robust in adaptability, project management and have the right drive for the job, then apply for the position of Service Desk Analyst at NEC Software Solutions (India) today!

NEC Software Solutions (India)

On 1st July 2021, Rave Technologies became NEC Software Solutions India. This change brought us under the global NEC Corporation brand. We are proud to be part of an organisation with 122 years of experience in evolution with technology and innovation.

We have more than 30 years of experience in providing end to end IT services across the globe and have earned a reputation for delighting our customers by consistently surpassing expectations and helping them deliver robust, market-ready software products that meet the highest standards of engineering and user experience. Supported by more than 1300 exceptionally talented manpower, we are a hub for offshore support and technology services.

We work with diverse industry verticals which include publishing, media, financial services, retail, healthcare and technology companies around the world. Our customers range from two-person startups to $bn listed companies.

For more information, visit at .

About NEC Corporation

NEC Corporation is a Japanese multinational information technology and electronics company, headquartered in Tokyo, Japan. It is recognised as a ‘Top 50 Innovative Company’ globally and the NEC Group globally provides “Solutions for Society” that promote the safety, security, fairness and equality of society. Their main goal is to help create a safer society with their innovations in technologies.





NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of “Orchestrating a brighter world.” NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.

For more information, visit NEC at

Job Description

Job Description

The service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes. The objective of the service desk analyst is to restore “normal service” to the users as quickly as possible.

The successful candidate will be required to work in rotational shift pattern between 09:00 AM - 23:30 am Monday – Friday. The successful candidate should also be ready to work 24*7.

Required Skills: Basic IT Technical Skills, Interpersonal skills such as telephony skills, communication skills, active listening, and customer care training.

The successful candidate will be responsible for:

- To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs
- To manage the functional mailboxes and ensure timely logging of emails in the service management tool
- To be able to troubleshoot Microsoft Outlook, Teams and other Microsoft application like OneDrive, Forms etc.




- To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures.
- To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
- To provide first line investigation and diagnosis where applicable
- To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group
- To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc
- To keep users informed of progress (especially post SLA breach)
- To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end
- To reflect on customer feedback through customer call closure surveys
- To contribute to team meetings
- To undertake all required training for the role

Essential

- Ability to make decisions and take ownership
- Ability to work under pressure
- Self-motivated
- Excellent interpersonal and communication skills
- Experience in Incident Management.
- Knowledge of ITIL functions
- Excellent spelling and grammatical skills
- Ability to influence, shape and manage processes
- Flexibility in approach
- Experience using incident logging tools

Desirable

- Previous experience working within the Service Desk / Technical Support
- Previous working experience within in first/second line support
- ITIL Foundation Accreditation (v3 or v4)
- Experience in other Service Management processes
- Knowledge of MS Excel / Gsheets

Please share your resume on View email address on jobs.smartrecruiters.com

Regards,

Dakshata Parab

Benefits of working as a Service Desk Analyst in Mumbai:

● Learning opportunities
● Company offers career progression opportunities
● Attractive package

📌 Service Desk Analyst - Hiring Urgently (Mumbai)
🏢 Important Business
📍 Mumbai