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Service Desk Analyst (Associate)
0-2 years
Gurgaon / Gurugram
1 vacancy
Service Desk Analyst (Associate)
AXA Business Services
posted 16d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.
Act as a point of contact for colleague issues through phone, chat, email, and portal, providing exceptional service in all colleague interactions.
Supply first-line IT support for all AXAXL colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.
Perform assessment, triage, research, and resolution of basic incidents and requests.
Engage other Service Desk resources or appropriate second and third-level service resources to resolve incidents beyond scope of ability or responsibility.
Make sure incidents and requests are accurately logged, assigned, tracked, and responded to promptly, in line with agreed SLAs; provision of timely communications and maintenance of ownership until closure.
Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress promptly.
Communicate with the Colleague Care team where necessary to make sure that escalated issues have proper attention and visibility.
Create a positive colleague support experience and build robust colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude.
Identify service improvement opportunities for key service management stakeholders.
Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.
Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.
Mentor junior analysts and assist in the training of new analysts.
Manage content in the Knowledge Management system.
Required Skills and Abilities:
Experience on the Service Desk.
Experience in Italian Langugae is must.
Outstanding customer service skills and a customer first mentality are a must.
Advanced knowledge of IT principles and most supported systems and basic understanding of less commonly used systems.
Subject matter ability in multiple areas of support.
Robust technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies.
Excellent verbal and written communication skills and telephone manners.
Ability to build Robust relationships with key stakeholders across the organization.
Ability to think logically to analyze, troubleshoot and resolve complex issues.
Must be professional, courteous, and enjoy working with people; critical thinking, creativity, and resilient judgment are expected.
Robust interpersonal skills and the ability to work within a team.
Ability to work in a fast-paced, high-pressure work environment.
Robust ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must.
Bachelors degree or relevant experience required.
ITIL Foundations Certification a plus.
Additional international language capability is a plus.
Desired Skills and Abilities:
Supervisor is Regional Colleague Services Manager, with operational oversight and instruction provided by Service Desk Team Lead.
Ability to build effective working relationships across all areas of the business and IT.
Cooperation and collaboration with peers to jointly improve the way service is delivered.
Collaboration with Service Managers and Service Control to identify service improvement opportunities.
Ongoing interaction with Colleague Care on escalations, end-to-end ticket ownership, and overall process improvement.
Achievement of standard service levels, both individually and as part of a team.
Make sure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results.
Respond to colleague contacts and escalations within agreed timelines.
Illustrate incremental increase in baseline SLA adherence and first-line resolution rate.
Employment Type: Full Time, Permanent
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What people at AXA Business Services are saying
Service Desk Analyst salary at AXA Business Services
reported by
2
employees
with 2-3
years exp.
₹2.6
L/yr - ₹3.3
L/yr
32%
less
than the average Service Desk Analyst Salary in India
View more details
What AXA Business Services employees are saying about work life
based on 1.4k employees
Flexible timing
Monday to Friday
No travel
Day Shift
AXA Business Services Benefits
View more benefits
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