Service Desk Analyst

Job Title: Service Desk Analyst

Location: Pune/Kolkata/Hyderabad/Coimbatore/Bangalore

Mode of interview: Virtual/Walk-In

Shift: rotational 24x7

Description:

The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR

The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents

Key Skills Required:

IT Service Desk experience 0-5yrs

Excellent communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts

Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)

Understanding of Windows 7 & 10 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

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)

Willingness to work in 24 x 7 support environment including working on Weekends and Holidays.

Excellent time management skills and ability to work under pressure