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Service Desk Analyst
Link Group
posted 21d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Overview
The purpose of this role is to be the first point of contact and provide resolutions on a range of IT enquiries, meeting or exceeding customer expectations and providing accurate resolutions and responses.
Customer facing first point of connection with Link Group IT and perform first level technical support to all Users and Clients.
Key Accountabilities and Main Responsibilities
Operational Management
- Ticket triage / categorisation / prioritisation / assignment.
- Escalation of Major IT Incidents,
- AD user record currency, network Share access, account provisioning / termination
- Provide high quality customer service on inbound and outbound calls
- Provide efficient and effective query resolution by taking ownership for first call resolution
- Identify opportunities to provide information regarding other value-added services
- Participate in formal and informal team based training
- Adhere to all legislative requirements required for the role
- Ensure Service Level compliance for Incidents and Requests
- Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner
- Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered
- Maintain and improve on key Service Desk performance indicators
- Participation in quality development
- Active involvement in team and cultural change within the Service Desk team
- Other responsibilities as directed by the Manager or Team Leader, Service
Experience & Personal Attributes
- Experience working on a Service Desk - providing IT support
- Active Directory
- Service Now
- ITIL processes
- Strong written and verbal communication
- Strong customer service skills
Employment Type: Full Time, Permanent
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People are getting interviews at Link Group through
People are getting interviews through
(based on 25 Link Group interviews)
Referral
Job Portal
Campus Placement
Company Website
Recruitment Consultant
32%
20%
8%
8%
4%
28% 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 Link Group are saying
Service Desk Analyst salary at Link Group
reported by
4
employees
with 5-7
years exp.
₹3.4
L/yr - ₹8
L/yr
31%
more
than the average Service Desk Analyst Salary in India
View more details
What Link Group employees are saying about work life
based on 211 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Link Group Benefits
View more benefits
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