Service Desk - Analyst(German/French)

Job description

Responsibilities: • Must have excellent communication skills (German/French). • Should have experience in technical support along with networking. • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users. • Route problems to internal 2nd and 3rd level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User account provisioning. • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. • Responds to telephone calls, email, instant messages, and assigned tickets from users. • Assign work orders / incidents to appropriate support teams and follow up until closure. • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. • Provide level 1 remote desktop support and perform other activities based on SOPs. • Perform user account management activities. • Escalate complex problem to appropriate support specialists. • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications). • Troubleshoot client software and basic network connectivity problems. • Identify, evaluate and prioritize customer problems and complaints. • May train users and operators on a limited basis and/or may write training procedures. • Participate in on-going training and departmental development. • Routine maintenance updates with other IT staff and business units. • Provide all required documentation including standards, configurations and diagrams. • Provide knowledge transfer of EUC operations. • To provide support for on call escalations and doing root cause analysis of given issue. • To independently resolve tickets within agreed SLA of ticket volume and time. • To adhere to quality standards, regulatory requirements and company policies. • Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts. • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases. Position: Service desk - Analyst (German/French) Experience: Freshers or Lateral (6months to 5+ years) Job Location: Lucknow