JD name
JD - TSD Analyst (EE)
Date Of Requisition
ECMS REQ ID/ Unique ID
RKCISSBU580
PU
CISEMEAFRC
Project Manager
Delivery SPOC
Number of Openings
1
Country
India
Detailed JD (Roles and Responsibilities)
IT Support Analyst
Your role
Are you an expert when it comes customer service? Are you passionate about being the part of Global support team and supporting business to meet/exceed their target? Do you have proven ability to solve complex issues and technical need?
We're looking for an IT support analyst to:
- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
- Receive, log and manage calls from internal staff via telephone and web portals
- 1st line support - troubleshooting of IT related issues for Windows 10/11, MS outlook, Knowledge of various mobile devices (Apple, Android, Windows)
- Escalate unresolved tickets to the infrastructure support team
- Log all calls in the tool SNOW (Service Now)
- Ability to multi-task and prioritize workload
- Ability to adapt to continuously changing procedures and workplace
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Provide stats for the weekly Service Desk report on call trends
- Publish support documentation to assist staff with requests for information & provide staff training if required
Your team
You'll be working with Technology Service Desk team. TSD has Global presence. As an IT Support Analyst, you'll play an important role in providing excellent customer Service.
Your expertise
• Excellent communication skills, both written as well as verbal, with prior voice support experience
• Excellent organizational skills
• 1-2 years previous IT Service Desk and/or Call Centre experience required
• Incident Management experience – Managing i
📌 CIS_ TSD Analyst (India)
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📍 India