Service Desk Analyst

Responsibilities:

• Must have excellent communication skills.
• 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 circumventions.
• 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.

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• 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

Experience: 6 months to 3+ years

Job Location: Lucknow