Experience
2 - 6 yrs
Job Location
Noida, India
Vacancy
1
Designation
Service Desk Analyst
Job Type
Not specified
Job Description
Responsibilities
- Attend to support cases via phone, email or online web tools
- Collect information from users to understand and resolve problems remotely
- Analyze and categorize incidents to diagnose and resolve them to the best of their ability, and redirect support cases to the right support staff/resource when necessary
- Advise customers on the appropriate action
- Utilize available resources and aids in coming up with solutions for problems
- Accurately log relevant details of all interactions with customers
- Follow up pending actions from customers and other resources in the organization, and track each call to resolution.
- Strictly follow support procedures while abiding with privacy guidelines in handling customer information
- Analyze trends and patterns in incidents, and provide feedback to support managers and the application team
- Help to maintain the Query and Diagnostics Knowledgebase
- Conduct customer training
- Perform other related duties as assigned
Qualifications
- Bachelors degree in IT or related field
- At least 1-year related experience in Level 2 Technical or Customer Support
- Ability to communicate in English, verbal or written, in a concise and clear manner
- Experience in handling international customers
- Excellent analytical and problem-solving skills
- Effective listening skills
- Ability to multi-task and work in a high-pressure environment
- Knowledge of MS applications
- Flexible, can adapt to changing shift schedules
- Amenable to work on weekends and holidays
- Experience in ITIL Service Delivery a plus
Available Shifts
- EU Shift (1:30 P.M. 10:30 P.M. IST)
- US Shift (9:30 P.M. 6:30 A.M. IST)
- AS/AU shift (5:30 AM 2:30 PM IST)
- Amenable to work on weekends and holidays
Conditions
- Must man his/her workstation for long periods
- Successful completion of background checking will be required
No Referrers Available
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