Service Desk Analyst

Job responsibilities:

• • Perform technical support to client via telephone chat emails or self-service tickets across all geographies.
  • Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with
    Internal policies and procedures.
  • Provide hardware and software support to users which includes application supports like MS Office Citrix VPN SCCM Amazon Workspaces etc.
  • Provide clients with a first level resolution where possible leveraging standard operating procedures or work instructions.
  • Perform customer call backs as required.
  • Provide remote solutions to problems inquiry problems and explain the solution in such a way that non-technical users understand.
  • Build knowledge articles or flag the need for such content when relevant knowledge articles are not available.
  • Taking Ownership for the Tickets/Request and communicating with customers on a regular basis to ensure speedy resolution.
  • Hands on experience on ServiceNow/SNOW/Remedy Now/ any ITSM tool
  • Meet Service level agreements like response and resolution time ASA (Average Speed of Answering) (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.
  • Providing refreshers to new members onshore and offshore
  • Managing and Providing support to different LOBs during requirement
  • Basic understanding of DHCP DNS IP addressing and sub netting & Basic understanding of fixing Wireless LAN Ethernet desktop configuration issues
  • Knowledge of Mobile OS like iOS iPadOS & Android

Eligibility Criteria:

• • Strong Oral and Written communication skills in all the languages required and known.
  • Should have 1-5 Years of work experience in IT Technical Support / Service Desk will be preferred.
  • Excellent Knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues. Basic skill on MAC OS.
  • Experience with ServiceNow Ticketing System
  • Open to work in 24*7 Work Environment with rotational Shifts and Week-Offs
  • Bachelors degree in computer science or a similar field IT Diploma holders are also preferred.