The Service Desk Analyst will be responsible for delivering advanced technical support to end users at IntouchCX. The primary focus will be to resolve complex technical issues remotely, ensuring timely and effective solutions. The role will collaborate closely with Tier 1 support and escalate issues as necessary to higher-level support teams. Coverage includes all 24/7 office users as well as remote users (WFH).
As Service Desk Analyst, You Will…
Provide Tier II contact and incident resolution to customers with hardware, software, and application problems
Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure
Utilize remote tools and techniques to troubleshoot and resolve problems efficiently
Provide excellent customer service while assisting end-users with technical inquiries and issues
Communicate effectively with both technical and non-technical users to gather information and explain solutions
Collaborate with Tier 1 support to gather initial information and escalate issues to higher-level support teams when necessary
Document and communicate escalated issues clearly to facilitate productive problem resolution
Maintain accurate and detailed records of technical issues, solutions provided, and any follow-up actions taken based on ITIL best practices
Contribute to knowledge base articles to facilitate Tier 1 support and self-service resolution
Proficiently use remote support tools and technologies to access and troubleshoot end-users' systems
Stay updated on the latest remote support tools and technologies
Collaborate with other support teams, as well as system administrators and other IT departments , to address complex technical challenges
Participate in team meetings and share insights to improve overall support effectiveness
Provide guidance and mentorship to Tier 1 support personnel
Stay informed about industry trends and technologies, and share knowledge with the team
Troubleshoo
📌 Service Desk Analyst (Hyderabad)
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📍 Hyderabad
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