Service Desk Analyst - Onsite

Job Title

Must have experience:

• Excellent communication skill with international voice experience.
• Strong experience and background in global service desk.
• Strong experience and knowledge of ITIL process.
• Strong experience and knowledge of MIM.
• Active Directory-O365 is required.

Core competencies:

• 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.

Operational requirement:

• 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 stakeholders.
• Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents.