Service Desk Analyst

About Us:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit

Job Title: Service Desk Analyst

Work Location: Dallas, TX

Hybrid Role

Minimum 1-3 years of experience as a Help Desk / Technical Support Technician or Semi-Technical support role

Good understanding of computer systems, mobile devices and other tech products.

Strong problem solving abilities with Ability to diagnose and resolve basic technical issues

Strong verbal and written communication skills, with the ability to effectively communicate to a variety of audiences.

Certification Requirement: ITIL Foundation, Windows 10 Configuration.

Job Description:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

Responsibilities:

First point of contact for all end user reporting technical issues over the phone, Chat or email or web.

Responsible for providing the first-line of technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees

Performing remote troubleshooting through diagnostic techniques and pertinent questions

Applies basic diagnostic techniques to identify issues, investigate causes and recommend solutions to correct common failures

Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements

Escalates, if needed, unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups

Maintains call quality and response times as per the agreed SLA's. Strict adherence to meeting all the agreed SLAs and KPIs

Log all incidents and requests in the ITSM tool. Maintains records of calls and ensure all cases are updated in the system and Categorize and record reported queries and provide solutions

Advise users on appropriate course of action

Monitor issues from start to resolution

Systematically interprets user problems and identifies solutions and possible side effects. Ability to paraphrase and trouble shoot issues

Uses experience to address user problems and interrogates database for potential solutions.

Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.

Maintains records, informs users about the process and advises relevant persons of actions taken

Adhere to the documented policies and procedures

Pass on any feedback or suggestions by customers to the appropriate internal team

Engages other support teams or resources as & when appropriate to resolve tickets

Use appropriate CTI classification for incidents and requests

Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution, escalation or communication of status updates

Maintain confidentiality with regards to client / customer information & adhere to the NDA guidelines

Identify major incidents and invoke the major incident management process

Identify new issues and contribute to Knowledge Base development

Install, modify, and repair computer hardware and software.

Preferred

Good communication skills

Need to be flexible in working from Office

Should have understanding of below Technical Skills:

Basic Networking, VPN and Active Directory Skills

OS - Windows 7,Windows 10, Mac OS X

Office : MS Office, Office365

Browser : IE7 & IE8, Mojilla, Safari

Outlook 2007, 2010, 2016

Knowledge on PC/Laptop/Handheld/Printers/Remote Support

Hands on experience on ITSM tools like ServiceNow, BMC is an added advantage

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

Comprehensive Medical Plan Covering Medical, Dental, Vision

Short Term and Long-Term Disability Coverage

401(k) Plan with Company match

Life Insurance

Vacation Time, Sick Leave, Paid Holidays

Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, colour, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Safe return to office: In order to comply with LTIMindtree’ s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree’s COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree’s applicable processes.