Role: Service Desk AnalystRequired Technical Skill Set: IT Service Desk OperationsDesired Experience Range: 4 to 6 Yrs.Location: PuneAddressTata Consultancy Service Ltd, 42, P, Think campus, 45-P, Hosur Rd, Phase II, Electronic City, Bengaluru, Doddanagamangala Village, Karnataka 560100Desired Competencies (Technical/Behavioral Competency)Must-HaveAtleast 3 years of experience handling Service Desk services.Fluency in English (Reading, Writing, Speaking)Understand and responds in Business CommunicationsGood Managerial SkillUnderstanding and knowledge on IT Infrastructure.Work in any shift (24*7)Good-to-HaveITIL KnowledgeUnderstanding and knowledge on IT Infrastructure.Role descriptions / Expectations from the RoleFollowing are the roles and responsibilities of Service Desk AnalystAct as Single point of contact as Customer Global Service DeskA significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.Create / Update KBA, SOPService Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems,



they provide users technical documentationService Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectivelyService Desk Analysts must maintain comprehensive records of issues relating to both software and hardwarerespond to requests for technical assistance in person, via phone, chat, web and emaildiagnose and resolve technical hardware and software issuesresearch questions using available information resourcesadvise user on appropriate actionfollow standard help desk procedureslog all help desk interactionsadminister help desk softwarefollow up with customers and users to ensure complete resolution of issuesredirect problems to correct resourceidentify and escalate situations requiring urgent attentiontrack and route problems and requests and document resolutionsresolve technical problems with Local Area Networks and Wide Area networksprepare activity reportsinform management of recurring problemsstay current with system information, changes and updateshelp update training manuals for current and revised software and hardwaretrain users as necessary

📌 Service Desk Analyst (Maharashtra)
🏢 Tata Consultancy Services
📍 Maharashtra