Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Service Desk L2 experience, ITIL Process, Client Interaction skills

Job Summary
Service Desk - English - Lead/L2

Key Responsibilities
• 24/7 project support - Lead a team and manage escalations
• Attending Desktop hardware and software related issues
• OS and software installation and troubleshooting
• Attending Daily support desktop complaints /tickets and ensuring timely closure of the reported tickets.
• Software installation, configuration and troubleshooting for end users.
• Manage project related activities including task scheduling, risk and issues
• Work with other technical teams to ensure effective coordination
• Use the incident management system to document and their respective resolution
• Respond to telephone calls, emails and assigned tickets from users
• Improves and maintains customer and employee satisfaction
• Monitoring and maintaining SLA requirements




• 24/7 project support - Lead a team and manage escalations
• Attending Desktop hardware and software related issues
• OS and software installation and troubleshooting
• Attending Daily support desktop complaints /tickets and ensuring timely closure of the reported tickets.
• Software installation, configuration and troubleshooting for end users.
• Manage project related activities including task scheduling, risk and issues
• Work with other technical teams to ensure effective coordination
• Use the incident management system to document and their respective resolution
• Respond to telephone calls, emails and assigned tickets from users
• Improves and maintains customer and employee satisfaction
• Monitoring and maintaining SLA requirements

Skill Requirements
Service Desk L2 experience, English Communication, ITIL Process

Other Requirements
Problem Solving and Client Interaction skills

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