Service Desk Analyst

•    Serving as the first point of contact for end-users seeking technical assistance over the phone/email/chat
•    Performing remote troubleshooting through diagnostic techniques
•    Determining the best solution based on the issue and details provided by end-users

Role Description 
•    Responds to all calls received by the Service Desk (Phone, Email, Chat, Web) and ensures that each Service Desk call received is logged.
•    Provide a round-the-clock contact for all support related issues providing advanced first level technology support
•    First point of contact for providing support for all IT applications and systems to internal end users.
•    Applies knowledge of information systems and services to investigate and identify applications, systems and network problems. Uses tools, techniques and knowledge bases to resolve issue. 
•    User administration in Active Directory, Office 365 and other user management tools. 
•    Support incident resolution process and focus on problem resolution priorities seeking to minimize incidents.
•    Follows escalation processes and refers more difficult and time consuming issues to the next corresponding support group when appropriate. 
•    Assists in special product-related issues as needed. 
•    Coordinate with Vendor support for hardware replacements. 
•    Ability to manage multiple high priority initiatives in a fast paced technology environment.
•    Demonstrate high level of ownership and provide support for significant/major incidents.
•    Ensure changes made across systems within Infrastructure/applications are cascaded to various levels for impact readiness and resilience.
•    Provides accurate solutions to user problems to ensure user's productivity. 
•    Informs users of any global problems or system outages. 
•    Maintains a professional Service Desk image at all times being courteous and helpful.

 

Exposure and Experience 
•    Good understanding of how the IT ServiceDesk function integrates with other IT functions in accomplishing the desired results in the required areas.
•    Ability to work autonomously
•    Assertive communication skills with the ability to communicate effectively over the phone, interpersonally and written
•    Good time management, strong analytical and problem-solving skills
•    Willingness to work in 24/7 environment & night shifts
•    Current Microsoft certifications and working knowledge of ITSM and ITIL service management foundation would be an advantage
•    Education: B. Tech/ MCA

Knowledge and Skills
•    Excellent Communication Skills
•    Problem Solving
•    Logical Thinking and Reasoning 
•    Analytical Ability    

•    Proficient in Windows
•    Troubleshooting difficult IT Problems without SOPs

 

Essential Competencies
•    Conscientiousness
•    Learning Agility
•    Result Orientation
•    Attention to detail
•    Perseverance
•    Teamwork