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

- 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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- Good 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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- ITIL Knowledge

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- Understanding and knowledge on IT Infrastructure.

/n /n Role descriptions / Expectations from the Role /n Following are the roles and responsibilities of Service Desk Analyst /n /n

- 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 recent 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