Echo Managed Services - Service Desk Analyst (5-8 yrs)

Role Title :

Service Desk Analyst

Reports To : IT Service Desk Team Leader Department/Unit: Group Services (IT)/IT Operations/Service Desk

Location : NOIDA, INDIA

Description :

To provide end users with support and maintenance with the Companys desktop computing environment. The ability to be able to troubleshoot problems in a timely and accurate fashion is essential.

Key Responsibilities :

- Manage all contacts received by phone, email, chat service or web portal using the ITSM system

- Resolution of contacts received via appropriate tools and knowledge

- Assign, where necessary, contacts to the relevant department if unable to resolve initially

- Assume responsibility for delivering a high level of customer service at all times

- Resolution of contacts received via appropriate tools and knowledge

- Delivering IT Service Desk service in line with set SLA's, offering a high level of customer service and ensuring customer satisfaction

- Administering system access for new employees, leavers and other appropriate changes when necessary

- Administering of the Internal IN2IT system process any hardware, software requests and systems access.

- Reduce and chase all open aged incident tickets within support Teams.

The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives.

Experience :

- Good knowledge of PC and desktop hardware

- Troubleshooting experience

- Ability to mentor team members would be advantageous

Skills :

- Analytical and problem solving abilities, with attention to detail

- Strong written and oral communication skills.

- Excellent phone etiquettes to speak with International clients/users.

- Working knowledge of a range of diagnostic utilities

- Should have knowledge of service desk key deliverables & KPIs like CSAT, FCR, AHT etc.

- Should have excellent knowledge of troubleshooting windows operating system issues, outlook, shared folders/network folders, basic active directory request handling knowledge like user creation, user deletion, security groups, distribution lists etc.

- Should have knowledge of Azure AD/O365

Personal Characteristics :

- A team player who is technically minded, the type of person who values the customer experience as being as important as fixing the problem in the first place.

- Proactive and able to work on own initiative

- Ability to present ideas/solutions in user-friendly language

- Ability to prioritise and execute tasks in a high pressure environment

- To be able to lead by example and motivate colleagues

- Develop rapport with customers and clients

Qualifications :

- Relevant work experience in an equivalent role