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Axa XL

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3.7

based on 380 Reviews

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103 Axa XL Jobs

Service Desk Analyst ( Associate )

XL India Business Services Pvt. Ltd.

 · 

3.7

 based on 380 Reviews

1-3 years

Gurgaon / Gurugram

Service Desk Analyst ( Associate )

Axa XL

posted 7d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Service Desk ITIL Service Delivery Management

Job Description

Responsible for delivering high-quality service that improves the overall colleague experience.Provide support for IT-related incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed, and key targets are achieved.Contribute to the continual improvement of service delivery across all channels of colleague communication.

DISCOVER your opportunity

What will your essential responsibilities include?

  • 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.You will report to the Team lead.SHARE your talentWere looking for someone who has these abilities and skills:Required Skills and Abilities:
  • Experience on the Service Desk.
  • Experience in Italian Language 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.
  • Bachelor's 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

    Read full job description

    Prepare for Service Desk Analyst roles with real interview advice

    People are getting interviews at Axa XL through

    (based on 27 Axa XL interviews)
    Walkin
    Referral
    Company Website
    Job Portal
    Campus Placement
    Recruitment Consultant
    25%
    15%
    15%
    15%
    11%
    4%
    15% candidates got the interview through other sources.
    High Confidence
    ?
    High Confidence means the data is based on a large number of responses received from the candidates.

    What people at Axa XL are saying

    Service Desk Analyst salary at Axa XL

    reported by 2 employees with 3-4 years exp.
    ₹5.6 L/yr - ₹7.2 L/yr
    47% more than the average Service Desk Analyst Salary in India
    View more details

    What Axa XL employees are saying about work life

    based on 380 employees
    75%
    93%
    80%
    97%
    Flexible timing
    Monday to Friday
    No travel
    Day Shift
    View more insights

    Axa XL Benefits

    Submitted by Company
    Job Training
    Health Insurance
    Soft Skill Training
    Cafeteria
    Submitted by Employees
    Work From Home
    Health Insurance
    Cafeteria
    Team Outings
    Soft Skill Training
    Job Training +6 more
    View more benefits

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