Analyst - Service Desk 5B

Overview

Level 1 service desk analyst providing technical support, troubleshooting and customer service for incoming queries and incidents.

What you'll do

• Provide Level 1 support and technical assistance for incoming queries and issues.
• Comprehend each issue, search the Knowledge Management Tool, and communicate and narrate effectively.
• Document and add new issues and solutions to the Knowledge Management Repository.
• Take full ownership of each incident from creation to closure.
• Troubleshoot software and hardware problems.
• Install and configure software and hardware.
• Perform system upgrades.
• Monitor and maintain computer systems and networks.
• Ensure the security and privacy of systems and networks.
• Offer timely technical support and teach users how to use systems effectively.
• Provide quality service and resolve concerns efficiently and professionally.
• Use professional techniques to retain and delight customers.
• Handle multiple tasks with little to no forewarning, and react quickly and lead during critical or catastrophic events.

What you'll need

• Strong customer service orientation.
• Demonstrated ability to handle multiple tasks with little to no forewarning.
• Demonstrated ability to react quickly, lead and perform exceptionally during critical or catastrophic events.
• Soft skills: listening, empathy, courtesy.
• Bachelor's degree in Computer Engineering, Database Management, Information Systems, Information Technology, or Network Engineering.
• Required language: English, Proficient C2.
• Required skills: Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Collaboration Tools, Design Thinking, Engineering Services, Field Support, Inclusion, IT Service Desk, Mac OS Support, Personal Effectiveness, Workplace Services.

Nice to have

• Certifications: Professional Customer Service (SMG/KRC Poland Human Resources), ServiceNow Certified Application Developer (ServiceNow), Certified Call Center Professional CCCP (STI, Cornerstone).

Details

• Location: Floor 1 to 12, Hafeezpet Phoenix, Hyderabad, India.
• Office work.
• Rotating shift (India).
• Regular, full-time role.