Role: Service Desk Analyst

Required Technical Skill Set: IT Service Desk Operations

Desired Experience Range: 4 to 6 Yrs.

Location: Pune

Desired Competencies (Technical/Behavioral Competency)

Must-Have

• Atleast 3 years of experience handling Service Desk services.
• Fluency in English (Reading, Writing, Speaking)
• Understand and responds in Business Communications
• Good Managerial Skill
• Understanding and knowledge on IT Infrastructure.
• Work in any shift (24*7)

Good-to-Have

• ITIL Knowledge
• Understanding and knowledge on IT Infrastructure.

Role descriptions / Expectations from the Role

Following are the roles and responsibilities of Service Desk Analyst

• Act as Single point of contact as Customer Global Service Desk
• 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.
• Create / Update KBA, SOP
• Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation
• 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
• Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware
• respond to requests for technical assistance in person, via phone, chat, web and email
• diagnose and resolve technical hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• follow up with customers and users to ensure complete resolution of issues
• redirect problems to correct resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• resolve technical problems with Local Area Networks and Wide Area networks
• prepare activity reports
• inform management of recurring problems
• stay current with system information, changes and updates
• help update training manuals for new and revised software and hardware
• train users as necessary