Service Desk Analyst

Job responsibilities:

• Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies.
• Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with
  Internal policies and procedures.
• Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Work spaces etc.,
• Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
• Perform customer call backs as required.
• Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
• Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
• Taking Ownership for the Tickets/Request and communicating with customers on a regular basis to ensure speedy resolution.
• Hands on experience on Service Now/SNOW/Remedy Now/ any ITSM tool
• Meet Service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.
• Providing refreshers to new members onshore and offshore
• Managing and Providing support to different LOB's during requirement
• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
• Knowledge of Mobile OS like iOS, iPadOS & Android

Eligibility Criteria:

• Strong Oral and Written communication skills in all the languages required and known.
• Should have 1-5 Years of work experience in IT Technical Support / Service Desk will be preferred.
• Excellent Knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues. Basic skill on MAC OS.
• Experience with Service Now Ticketing System
• Open to work in 24
  * 7 Work Environment with rotational Shifts and Week-Offs
• Bachelor's degree in computer science or a similar field, IT Diploma holders are also preferred.