Service Desk Analyst - Onsite

Must have Experience.

• Excellent Communication Skill with internation voice experience.
• Strong Experience & background in Global Service Desk.
• Strong experience & Knowledge of ITIL Process.
• Strong experience & Knowledge of MIM.
• Active Directory-O365 is Required.

• Communication skills - Excellent oral and written communication skills
• Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
• Experience with troubleshooting OSS and BSS tools
• Good Customer Service Skills
• Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
• Experience with working on ITSM tools
• Specific Knowledge of other required Computer Systems/Applications for different work environments.

• Responding to queries via chat, email, or phone
• Resolving problems with networks and other computer systems
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Following up and coordinating with other teams/Partners to resolve customer issues.
• Recommending improvements and fix process gaps
• Remotely accessing hardware or software for clients to make changes and fix problems
• Coordination & follow-up with Level2, Field-Ops for ongoing queries/request
• Follow up on pending tickets and updates
• The Go-to person for directing the requester for finding a solution with the right stake holders
• Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents.