Walk-in || Service Desk Analyst-Walkin Drive

Job description

**Role: Service Desk Analyst-Walkin Drive** **Required Technical Skill Set: IT Service Desk Operations** **Desired Experience Range: 4 to 6 Yrs.** **Location: Bangalore** **Address** 2GGW+45J, Yeshwanthpur Industrial Suburb, Yeswanthpur, Bengaluru, Karnataka 560022 **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**