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
- Good Managerial Skill
- Understanding and knowledge on IT Infrastructure.
- Work in any shift (24*7)
Positive-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 sof