Service Desk Analyst

"Skills :
• IT Service Desk experience 3-5 yrs
• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)
• Understanding of Windows X operating system
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
• Willingness to work in 9 x 5 support environment including working on Weekends and Holidays
• Flexible to work in a 24 x 7 Environment due to English Language Support
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development
Accountability
• To provide 1st line technical support, answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Logging / verifying customer details
• Identifying the issue and categorizing / prioritize the incident
• Creating a ticket in CRM tool like ServiceNow
• Referring KB for workaround / resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)
• Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
• Routing / Chasing of tickets with other Resolver groups
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket
• Callback the user and confirm resolution (wherever applicable)
• Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
• Handling issues using Remote tools.
• Makes recommendations for updates to the KB database"

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Do

1. Be responsible for primary user support and customer service

a. Respond to queries from all calls, portal, emails, chats from the client

b. Become familiar with each client and their respective applications/ processes

c. Learn fundamental operations of commonly-used software, hardware and other equipment

d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software

e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits

f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

2. Regular MIS & resolution log management on queries raised

a. Record events and problems and their resolution in logs

b. Follow-up and update customer status and information

c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team

d. Identify and suggest improvements on processes, procedures etc

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Deliver 

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