Service Desk Analyst

Job Tittle: Global Service Center Analyst

Location: Bengaluru

Job Summary: Responsible for providing front-line technology support by answering and responding to inbound calls/emails/Service portal in a timely and professional manner, gathering and analyzing information about the customers issue and determining the best way to resolve the problem. Responsible for fulfilling access requests for various IT Systems. Provides basic support and troubleshooting, including password resets, break/fix instructions and support complex issues where configuration solutions have already been documented. Responsible for ensuring that all support calls/emails are properly documented in the ITSM tool, escalating issues as appropriate, and communicating trends to management.

Essential Job Duties:

• Fielding Service Desk calls; resolving approximately 80% of problems upon first contact and referring advanced problems and requests to the appropriate technicians.

• Tracking customer calls and recording detailed and accurate information in Service Desk issue tracking system in a timely manner.

• Monitoring tickets entered into the Service Desk issue tracking system for assigned queues; Working tickets in assigned queues by priority and due date.

• Fulfilling customer requests in timely and highly customer-service oriented manner.

• Follow company established Policies, Standards, Procedures and Guidelines.

• Adhere to use of ticketing system for each and every incident

• Maintain ticket reopen rate of less than 5%

• Demonstrates the willingness and ability to help other team members on difficult issues

• Document new findings/solutions

Basic Qualifications:

Exceptional customer service, keen judgment in assessing user issues, excellent written and verbal communication, strong critical thinking and problem-solving skills coupled with a demonstrated willingness and ability to assist team members and a can-do attitude are a must. The ideal candidate must be highly motivated, possess excellent troubleshooting skills, and be able to work in a fast-paced environment. Knowledge of Microsoft Office Products, Windows 10 Windows 11 Operating Systems, required.

Education & Experience:

• Technical support experience in an enterprise scale technology environment (2 4 years minimum).

• Experience with Active Directory to create/modify user accounts and perform password resets (2 4 years minimum).

• Experience supporting Windows Operating systems (2 – 4 years minimum).

• Experience in Service Desk or Helpdesk environment to support end user’s issues via call, mails or chat. (2 – 4 years minimum)

Knowledge/Skills/Abilities:

• Must have Effective Verbal and Written Communications skills

• Excellent judgment in assessing user issue; intermediate trouble-shooting methodology

• Proficient in remote support

• Professional phone and written communications

• Solid ability to research information through internal and external sources

• Must have the ability to work well with others

• Competency in MS Office O365 Suite.

• ITIL Foundation certification (not Mandatory)

• Flexible to perform other adhoc duties/shifts assigned as per operational requirement.

Essential Physical Demands/Work Environment:

Preferred Qualifications:

• Basic understanding with ITIL processes

• Knowledge of ITSM Tool like Service Now etc.