Job Description
Role: Service Desk Analyst
nRequired Technical Skill Set: IT Service Desk Operations
nDesired Experience Range: 4 to 6 Yrs.
nLocation: Pune
nAddress
nTata Consultancy Service Ltd, 42, P, Think campus, 45-P, Hosur Rd, Phase II, Electronic City, Bengaluru, Doddanagamangala Village, Karnataka 560100
nDesired Competencies (Technical/Behavioral Competency)
nMust-Have
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- Atleast 3 years of experience handling Service Desk services.n
- Fluency in English (Reading, Writing, Speaking)n
- Understand and responds in Business Communicationsn
- Valuable Managerial Skilln
- Understanding and knowledge on IT Infrastructure.n
- Work in any shift (24*7)n

nGood-to-Have
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- ITIL Knowledgen
- Understanding and knowledge on IT Infrastructure.n

nRole descriptions / Expectations from the Role
nFollowing are the roles and responsibilities of Service Desk Analyst
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- Act as Single point of contact as Customer Global Service Deskn




- 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 / Update KBA, SOPn
- Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentationn
- 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 effectivelyn
- Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardwaren
- respond to requests for technical assistance in person, via phone, chat, web and emailn
- diagnose and

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