Analyst - Service Desk 5B

Overview

Level 1 service desk analyst providing technical support, incident handling and customer service for incoming queries and issues.

What you'll do

• Provide technical assistance and support for incoming queries and issues.
• Troubleshoot software and hardware problems.
• Install and configure software and hardware.
• Perform system upgrades.
• Monitor and maintain computer systems and networks.
• Ensure security and privacy of systems and networks.
• Offer timely technical support and teach users how to utilize systems effectively.
• Comprehend the issue, search the Knowledge Management Tool and communicate and narrate effectively.
• Document and add new issues and solutions to the Knowledge Management Repository.
• Provide quality service and resolve concerns efficiently and professionally.
• Utilize professional techniques to retain and delight customers.
• Take full ownership of the incident from creation to closure.
• Handle multiple tasks with little to no forewarning.
• React quickly, lead and perform exceptionally 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.
• Use of soft skills: listen, empathy, courtesy.
• Qualifications: Bachelors in Computer Engineering, Database Management, Information Systems, Information Technology, or Network Engineering.
• Certifications: Professional Customer Service (SMG/KRC Poland Human Resources); ServiceNow Certified Application Developer (ServiceNow); STI Certified Call Center Professional (CCCP) (Cornerstone).
• 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.
• English language, Proficient - C2 (required).

Details

• Location: 1401-G-India, Floor 1 to 12, Hafeezpet Phoenix, Hyderabad.
• Remote type: Remote.
• Work shift: Any (India).
• Job type: Regular.