Job Description

Job Summary

Service Desk Analyst

Key Responsibilities

Responsibilities: • Serve as the first point of contact for customers seeking technical assistance over the Chat or phone or email • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine the best solution based on the issue and details provided by customers • Walk the customer through the problem-solving process • Direct unresolved issues to the next level of support personnel • Provide accurate information on IT products or services • Record events and problems and their resolution in logs • Follow-up and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Identify and suggest possible improvements on procedures

Skill Requirements

Requirements: • Proven experience as a help desk technician or other customer support role • Tech savvy with working knowledge of office automation products, databases and remote control • Good understanding of computer systems, mobile devices and other tech products • Ability to diagnose and resolve basic technical issues • Proficiency in English • Excellent communication skills • Customer-oriented and cool-tempered

Other Requirements

Technical Requirements: • Working knowledge of applications running across multiple platforms like Unix, Windows, etc. • Understanding of ITIL processes. • Working knowledge of ticketing system for Incident management. • Defining processes and implementing them as per need. • Analytical and Root cause analysis • User account creation for Active Directory, Exchange Mailboxes, Distribution lists • VPN and remote dial-in users • VPN and remote dial-in users • Windows Operating systems • Clients: Win10, Windows7, Windows Vista, Windows XP, Windows 2000 • ITSM ticketing tools such as Servicenow