Helpdesk Senior Analyst

Bangalore - India

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview:

TekWissen is a global workforce management provider throughout India and many other countries in the world. The below job opportunity is to one of our clients who is a part of a trusted global innovator of IT and business services headquartered in Tokyo. We help clients transform through consulting industry solutions business process services IT modernization and managed services. This client enables us to move confidently into the digital future. This client committed to Long Term success and combine global reach with local client attention to serve them in over 50 Countries.

Position: Helpdesk Senior Analyst

Location: Hyderabad/Bangalore

Work Type: Hybrid

Job Type: Full Time

Job Description:

This Grade 6 Service Desk Technician is responsible for assisting customers in identifying problems and delivering effective resolutions.
This role emphasizes customer satisfaction ensuring that all queries and issues are handled professionally and efficiently.
Adherence to standardized policies and procedures is essential and the technician ensures that proper escalation protocols are followed whenever necessary.
Analytical ability is a key requirement enabling the technician to resolve technical issues ranging from routine to moderately complex.
The position involves working on assignments that require basic to intermediate problem-solving skills with minimal instruction on routine tasks and general guidance for new assignments.
When needed the technician can seek assistance from higher-level employees fostering a collaborative and supportive work environment.
Overall the role demands a proactive approach to customer service technical troubleshooting and process compliance ensuring that every customer interaction is handled with professionalism and care.
The technicians ability to work independently while leveraging team support contributes to the overall effectiveness and reliability of the IT Service Desk.

Key Responsibilities:

Provides first-level support in English and Spanish languages
To be able to work in a 24/7 work schedule
Uses troubleshooting techniques and tools to identify technical defects/issues
Assign incidents in line with documented guidelines and procedures
Actively supports the customer in all aspects through problem resolution keeping the customer informed and updated throughout life of incident
Clearly and concisely logs and tracks details of solutions provided to resolve customer issues (logs all ACD calls emails and call-backs) maintaining and updating customer database
Consistently performs to set targets
Escalates problems in line with documented procedures as appropriate
Maintains comprehensive knowledge of service offerings along with future industry products and technologies
Attends required technical training sessions and makes effective use of assigned lab time
Complies with schedule adherence to ensure overall service level targets are achieved
Identifies and provides input on unique or recurring customer problems

Knowledge skills and attributes:

Excellent verbal and written communications in English and Spanish
Working knowledge of all software currently shipped with the client products and basic knowledge of legacy operating systems
Working knowledge of PC architecture/technology
Working knowledge of the client and customer supplied applications
Thorough knowledge of Service Procedures
Thorough knowledge and understanding of policies and procedures and the ability to determine course of action based on given guidelines
Ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills
Knowledge on Service Now is preferred
Good organizational skills
Good interpersonal skills
Excellent telephone and customer handling skills
Ability to handle stressful situations.
Ability to deal professionally with irate customers
Ability to learn new products and technologies
Spanish language would be considered highly advantageous

Academic Qualifications and Certifications:

Bachelors Degree in any stream
Any certification like DELE SIELE or ACTFL OPI
CompTIA A Certification
ITIL 4 Foundation Certification
Microsoft Certified: Azure Fundamentals certification is preferred but not mandatory

TekWissen Group is an equal opportunity employer supporting workforce diversity

Overview: TekWissen is a global workforce management provider throughout India and many other countries in the world. The below job opportunity is to one of our clients who is a part of a trusted global innovator of IT and business services headquartered in Tokyo. We help clients transform through...