- Location:

Pune

- Experience:

3-6 Years

About the Job Opening:

- The role of the Service Desk Analyst will be to enable an effective IT support service by acting as a single point of contact for all IT issues and queries. Involves taking initial contacts from the SSC customer base and ensuring through a process of triage whether to resolve at contact or assign for resolution

- Key Accountabilities:

- Act as a single point of contact for all IT issues and queries.

- Receive and log all customer contacts via multiple channels (phone, email, chat, self-service).

- Use probing questions and defined knowledge information to accurately log the details of the customers enquiry.

- Troubleshoot tickets and make accurate decisions on the right path for resolution of the customer enquiry i.e., concluding as a First Time Fix or assigning to 2nd or 3rd party resolution teams.





- Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues.

- Where appropriate use personalized decisions and actions to add value by resolving the customer’s enquiry at the point of contact.

- Ensure all relevant information is clearly recorded in the ITSM tool.

- Provide timely and accurate updates to tickets.

- Where required ensure the timely escalation of complaints to the appropriate level.

- Continuously maintain a high standard of customer service.

- Create and publish support documentation and knowledge information and support the Team Leader in training of recent staff.

- Alert the line management to identify trends in customer issues or queries.

- Completion of ad-hoc tasks assigned by Management. Office 365, Active Directory, Outlook creation, printer configuration, Troubleshooting

📌 Service Desk Analyst (India)
🏢 Nihilent
📍 India