Service Desk Analyst
Yochana
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 Workspaces 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 ServiceNow/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
-
- 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 ServiceNow 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
Vacancy posted 6 days ago
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