Job Description
Role: Service Desk Analyst Required Technical Skill Set: IT Service Desk Operations Desired Experience Range: 4 to 6 Yrs. Location: Bangalore Desired Competencies (Technical/Behavioral Competency) Must-Have Atleast 3 years of experience handling Service Desk services. Fluency in English (Reading, Writing, Speaking) Understand and responds in Business Communications Positive Managerial Skill Understanding and knowledge on IT Infrastructure. Work in any shift (24*7) Good-to-Have ITIL Knowledge Understanding and knowledge on IT Infrastructure. Role descriptions / Expectations from the Role Following are the roles and responsibilities of Service Desk Analyst Act as Single point of contact as Customer Global Service Desk A 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,
SOP Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation Service 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 effectively Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware respond to requests for technical assistance in person, via phone, chat, web and email diagnose and resolve technical hardware and software issues research questions using available information resources advise user on appropriate action follow standard help desk procedures log all help desk interactions administer help desk software follow up with customer