Role: Service Desk Analyst
Required Technical Skill Set: IT Service Desk Operations
Desired Experience Range: 4 to 6 Yrs.
Location: Pune
Address
Tata Consultancy Service Ltd, 42, P, Think campus, 45-P, Hosur Rd, Phase II, Electronic City, Bengaluru, Doddanagamangala Village, Karnataka 560100
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)

Valuable-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 inform

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