Job DescriptionRole: Service Desk Analyst NRequired Technical Skill Set: IT Service Desk Operations NDesired Experience Range: 4 to 6 Yrs. NLocation: Bangalore NnDesired Competencies (Technical/Behavioral Competency) NMust-Have Nn Atleast 3years of experience handling Service Desk services. N Fluency in English (Reading, Writing, Speaking) N Understand and responds in Business Communications N Good ManagerialSkill N Understanding and knowledge on IT Infrastructure. N Work in any shift (24*7) NnGood-to-Have Nn ITIL Knowledge N Understanding and knowledge on IT Infrastructure. NnRole descriptions / Expectations from the Role NFollowing are theroles and responsibilities of Service Desk Analyst Nn Act as Single point of contact as Customer Global Service Desk N 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. N Create / UpdateKBA, SOP N Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems,



they provide users technical documentation N 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 N Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware N respond to requests for technical assistance in person, via phone, chat, web and email N diagnose and resolve technical hardware and software issues N research questions using available information resources N advise user on appropriate action N follow standardhelp desk procedures N log all help desk interactions N administer helpdesk software N follow up with customers and users to ensure complete resolution of issues N redirect problems to correct resource N identify and escalate situations requiring urgent attention N track and routeproblems and requests and document resolutions N resolve technical problems with Local Area Networks and Wide Area networks N prepare activity reports N inform management of recurring problems N stay current with system information, changes and updates N help update training manuals for recent and revised software and hardware N train users as necessary Nn

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