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532 Schneider Electric Jobs
Service Desk Analyst
6-11 years
Bangalore / Bengaluru
1 vacancy
Service Desk Analyst
Schneider Electric
posted 3d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
1) Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desks or appropriate support teams to resolve incidents that are beyond the scope of their ability or responsibility.
2) Uses the appropriate CTI categories for logging incidents and requests.
3) Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
4) Ensures the end-to-end customer experience and acts as a single point-of-contact for the customer.
5) Analyzes and resolves incidents and requests regarding use of application, software or hardware. Logs and tracks incidents/requests from identification through resolution. Follows up with other support teams involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help knowledgebase.
6) Gains knowledge on applications, processes and support to increase ability to resolve requests on first contact.
7) Provides after hours and on-call support as needed.
8) Adheres to and supports ITIL standards and procedures.
9) Adheres to Companies Code of Conduct and Mission and Value statements.
10) Flexible to perform other adhoc duties/shifts assigned as per operational requirement.
KNOWLEDGE, SKILLS ABILITIES (Required):
Demonstrates and desire to learn processes, application, and technology.
Demonstrates good customer handling skills and techniques.
Good communication and negotiation skills.
Strong analytical and problem-solving skills.
Preferred:
Competency in MS Office Suite.
ITIL Foundation certification (not Mandatory)
Prior experience in supporting customers in Technical Service Desk environment.
Prior experience voice, chat email support.
Proficiency in using support software tools Lotus Notes and Outlook, Skype, O365, Active Directory, VPN, Remedy, Windows 8/10 and above, Mac, iOS Android devices.
Optional:
Mechanical and Software RD Application support
Job Description:
The Service Desk Analyst provides support for basic incident resolution and requests reported by APAC Schne
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Service Desk Analyst roles with real interview advice
What people at Schneider Electric are saying
Service Desk Analyst salary at Schneider Electric
reported by
2
employees
with 4-11
years exp.
₹7.7
L/yr - ₹9.8
L/yr
100%
more
than the average Service Desk Analyst Salary in India
View more details
What Schneider Electric employees are saying about work life
based on 3.8k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Schneider Electric Benefits
View more benefits
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Schneider Electric Bangalore / Bengaluru Office Location
Bengaluru Office
401-403, Prestige Meridian-1, Near-City Bank, Mahatma Gandhi Road
Bengaluru
Karnataka 560001
Karnataka 560001
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