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IntouchCX
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88 IntouchCX Jobs
Senior Service Desk Analyst
IntouchCX
posted 1mon ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- Provide expert-level technical support for hardware, software, and network-related issues
- Diagnose and resolve complex problems efficiently, ensuring minimal downtime for end-users
- Mentor and guide junior support analysts in problem-solving, troubleshooting techniques, and customer service best practices
- Conduct training sessions to enhance the skills of the remote support team
- Manage and prioritize escalated support issues, ensuring timely resolution and effective communication with end-users
- Collaborate with other support tiers and departments for seamless issue resolution
- Maintain accurate and detailed documentation of troubleshooting steps, solutions, and best practices
- Contribute to the development of a knowledge base and ensure its accessibility to the support team
- Optimize the use of remote support tools and technologies to enhance efficiency in issue resolution
- Stay informed about the latest advancements in remote support tools and recommend improvements
- Uphold a high standard of customer service, ensuring positive interactions with end-users
- Address and resolve challenging customer situations professionally and efficiently
- Identify opportunities for process improvement and actively participate in the implementation of new tools and methodologies
- Provide insights and recommendations for enhancing the overall remote support strategy
- Ensure adherence to cybersecurity best practices in remote support activities
- Stay informed about emerging security threats and implement measures to safeguard systems and data
- Improve existing processes through process gap analysis, reduction of process redundancies, enforcement of risks and controls and proposing automation
- Develop reporting mechanisms to measure ongoing performance and bottlenecks
- Provide accurately and timely information to users in accessible formats
- Act as a liaison from Service Desk to L0 Service Desk and all other departments and business units
- Coordinate the knowledge article feedback to review the comments and assign to the knowledge or process owner to review the article
- Recommend improvements to the Knowledge or process owner
- Must be a full time technical graduate
- Must have a minimum or 3-5+ years of experience in IT service Desk Operations and Technical Troubleshooting
- Must have good logical probing, understanding and troubleshooting skills
- Good to have experience in working on ticketing system tools like Jira, Service Now or Remedy
- Experience with remote support tools and technologies
- Familiarity with IT service management (ITSM) processes and tools
- Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus
- Must have exceptional English written and verbal communication skills
- Concentrated, hands-on experience in installing, diagnosing problems and training customers in the use of software and hardware
- Hands on experience on Windows OS, AD, User Administration along with other complex issues related to system, Network, Proxy and VPN
- Hands on experience in Major Incident Management
- Excellent knowledge of technical management, information analysis, and of computer hardware/software systems
- Experience in knowledge management content development (create, edit, validate and manage knowledge articles) or technical writing
- Clarity and understanding of process management and Process Improvement
- Excellent collaboration, facilitation and training skills
- Ability to follow SOPs and resolve issues
- Self-motivated and should have the ability to multitask with ability to think and act independently
- Strong critical analytical skills, excellent customer service skills
- Strong relationship-building skills, can network and work well with remote stakeholders
- Typing speed of a minimum 30 words per minute
- Ability to speak Spanish is plus but not compulsory
Employment Type: Full Time, Permanent
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What people at IntouchCX are saying
Rating based on 1 Senior Service Desk Analyst
review
Anonymous · Customer Success, Service & Operations
in Hyderabad / Secunderabad
I loved my Job and Was able to resolve Issues.
- Salary - Good
Lot of Partiality was shown by the Team Leaders in GSD Process. Lack of motivation and encouragement. No training was provided . More tasks are been assigned but leniency is not shown . Leaves are not been given. More work pressure are forced on innocents. Catapult is a tool which they use to show their revenge.
- Skill development - Poor
Senior Service Desk Analyst salary at IntouchCX
What IntouchCX employees are saying about work life
IntouchCX Benefits
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