Service Desk Analyst
Service Desk Analyst
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Job Description
Job title:
Service Desk AnalystJob Description:
Logging incidents and service requests from customers received via telephone email chat and customer portal (DWP) and process accordingly
Act a second level of Service Desk support providing more in-depth or specialist fixes
Providing remote technical assistance including the setting up of computer hardware systems installing and upgrading software and troubleshooting basic IT issues.
Ability to diagnose complicated windows related issues and find out the root cause.
Ability to guide users with simple step-by-step instructions where remote access is not possible.
Ability to perform remote troubleshooting and provide clear instructions to end users
Escalate issues to the relevant person/team when appropriate to resolve issues within SLA.
Ability to provide an excellent customer service and value to end users ensuring customers are kept updated on progress of tickets
Help create technical documentation and manuals
Ability to direct unresolved issues to the next level of support personnel
Location:
PuneIndiaTime Type:
Full timeContract Type:
PermanentRequired Experience:
IC
Employment Type
Full-Time
