Service desk analyst

Job Description

To perform the activities associate is required to be the first point of contact for all IT related issues, to ensure that all incidents and requests follow processes and are logged in the ITSM tool. Have very good understanding of ITIL Processes, Process knowledge of Incident/Request/change/problem. You will have to minimize the impact of IT incidents by resolving first time where possible. Resource will be a part of general operations of service desk and will be cross leveraged to any of the contact modalities like Phone & Chat to cater the incoming contacts at service desk.

Essential Duties and Responsibilities

• Work as part of the 11x7 Shift system on the IT Service Desk
• Receives and handles requests for service, following agreed procedures.
• 1st line support: troubleshooting of IT related problems
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records:
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Skills and Abilities

• Strong organization skills and ability to multi-task and prioritize work
• Excellent communication skills with the ability to work with executive staff members both internally and externally
• Ability to deliver engaging, polished, and professional presentations to internal and external audiences
• Excellent written and verbal communication and presentation skills

Education / Expertise

• Must be a Graduate. B.Tech/B.E or any other technical degree preferred
• English Service Desk experience is mandatory
• Preferred MCP/MSCE/MSCA certification

Preferred ITIL V3/V4 Certified engineer.