Job Description

Job Description:

The Service Desk Analyst provides support for basic incident resolution and requests reported by

APAC Schneider Employees. Responsibilities include initial assessment, research, and resolution of

basic incidents and requests regarding use of applications, software and infrastructure components.

The Service Desk Analyst would be responsible for collecting information through a customer

conversation, probing, accessing support tools, and additional support teams if needed. Problems

beyond the scope of their ability or responsibility are resolved by engaging other support teams in a

timely manner.

Responsibilities:
- Addresses and resolves basic incidents and requests; logs all incidents and requests; engages

other service desks or appropriate support teams to resolve incidents that are beyond the scope of

their ability or responsibility.
- Uses the appropriate CTI categories for logging incidents and requests.
- Creates a positive customer support experience and builds solid relationships through deep

problem understanding,



ensuring timely resolution or escalation, communicating promptly on

progress, and handling customers with a professional attitude.
- Ensures the end-to-end customer experience and acts as a single point-of-contact for the

customer.
- Analyzes and resolves incidents and requests regarding use of application, software or hardware.

Logs and tracks incidents/requests from identification through resolution. Follows up with other

support teams involved in resolution to ensure incidents are resolved, requests are filled, and the

customer communication is complete. Documents resolutions and updates self-help knowledgebase.
- Gains knowledge on applications, processes, and support to increase ability to resolve requests on

first contact.
- Provides after hours and on-call support as needed.
- Adheres to and supports ITIL standards and procedures.
- Adheres to Companies Code of Conduct and Mission and Value

📌 Service Desk Analyst (Bengaluru)
🏢 Schneider Electric
📍 Bengaluru