Position IT Service Desk Associate Manager IT Service Desk Associate Manager What You ll Be Doing A Tier 1 Service Desk Analyst typically takes the initial inquiry and manages relatively simple hardware software or network issues As Service desk analyst you would be monitoring the Infrastructure events alerts and alerting the technical teams As Service desk analyst you would be monitoring the Ticketing queue and alerting the technical teams 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 qualified 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 6 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 helpdes

📌 It Service Desk Associate Manager (Bengaluru)
🏢 Arrow Electronics
📍 Bengaluru