Service Desk Analyst
Job Summary
Job Description
As the first point of contact, the Service Desk Analyst responds to all incoming requests via phone, email, chat, and web, ensuring each call is logged. They provide round-the-clock support for all IT-related issues, offering first-level technical assistance. Responsibilities include troubleshooting, identifying solutions, user administration in Active Directory and Office 365, and escalating complex issues. The analyst also coordinates with vendor support, manages multiple high-priority initiatives, and provides accurate solutions to ensure user productivity. They must maintain a professional image and inform users of system outages.
Must have:
- Excellent communication skills
- Problem-solving abilities
- Proficiency in Windows
- Logical thinking and reasoning
Good to have:
- Good understanding of IT ServiceDesk integration
- Current Microsoft certifications
- Working knowledge of ITSM and ITIL
5 skills required
Job Details
Role Summary
• 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
• 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.
• 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
• 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
• Troubleshooting difficult IT Problems without SOPs
Essential Competencies
• Conscientiousness
• Learning Agility
• Result Orientation
• Attention to detail
• Perseverance
• Teamwork
• Conscientiousness
• Learning Agility
• Result Orientation
• Attention to detail
• Perseverance
• Teamwork
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