It Service Desk Analyst

Job description

**Role: Service Desk Analyst** **Required Technical Skill Set: IT Service Desk Operations** **Desired Experience Range: 4 to 6 Yrs.** **Location: Pune,Bangalore** **Desired Competencies (Technical/Behavioral Competency)** **Must-Have** - Atleast 3 years of experience handling Service Desk services. - Fluency in English (Reading, Writing, Speaking) - Understand and responds in Business Communications - Good Managerial Skill - Understanding and knowledge on IT Infrastructure. - Work in any shift (24\\*7) **Good-to-Have** - ITIL Knowledge - Understanding and knowledge on IT Infrastructure. **Role descriptions / Expectations from the Role** Following are the roles and responsibilities of Service Desk Analyst - Act as Single point of contact as Customer Global Service Desk - A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems. - Create / Update KBA, SOP - Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation - Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively - Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware - respond to requests for technical assistance in person, via phone, chat, web and email - diagnose and resolve technical hardware and software issues - research questions using available information resources - advise user on appropriate action - follow standard help desk procedures - log all help desk interactions - administer help desk software - follow up with customers and users to ensure complete resolution of issues - redirect problems to correct resource - identify and escalate situations requiring urgent attention - track and route problems and requests and document resolutions - resolve technical problems with Local Area Networks and Wide Area networks - prepare activity reports - inform management of recurring problems - stay current with system information, changes and updates - help update training manuals for new and revised software and hardware - train users as necessary