Job Description

Role: Service Desk Analyst

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Required Technical Skill Set: IT Service Desk Operations

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Desired Experience Range: 4 to 6 Yrs.

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Location: Pune

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Address

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Tata Consultancy Service Ltd, 42, P, Think campus, 45-P, Hosur Rd, Phase II, Electronic City, Bengaluru, Doddanagamangala Village, Karnataka 560100

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Desired Competencies (Technical/Behavioral Competency)

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Must-Have

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- Atleast 3 years of experience handling Service Desk services.
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- Fluency in English (Reading, Writing, Speaking)
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- Understand and responds in Business Communications
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- Positive Managerial Skill
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- Understanding and knowledge on IT Infrastructure.
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- Work in any shift (24*7)
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Good-to-Have

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- ITIL Knowledge
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- Understanding and knowledge on IT Infrastructure.
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Role descriptions / Expectations from the Role

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Following are the roles and responsibilities of Service Desk Analyst

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- Act as Single point of contact as Customer Global Service Desk
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- 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.
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- Create / Update KBA, SOP
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- Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems,



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