Service Desk Analyst

Job Purpose:

Responsible for providing the first point of contact for internal & external customers. Responsible for providing hardware, software, servers, printers, Networks, communication, and procedural support over the phone and online in an effort to aid our business units in operating in an effective and efficient manner. Provides resolutions to problems in a professional, timely and cost-effective manner.

Available for shifts in 24x7x365 is must.

Roles & Responsibilities:

• IT Support relating to technical issues involving Applications, operating systems and hardware.
• Issue or manage ticket as Level 1/2
• Escalate to management when required.
• Basic technical support at the server, storage, network level
• Ability to work in a team and communicate effectively
• Act as the single point of contact for all types of incidents and service requests
• Available to work weekends, holidays, and nights.
• Ability to adapt to a fast-paced environment that is constantly changing.
• Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails and reports) to various audiences (work group, team, company management, external clients).
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems
• Provides customer service through actively listening, showing empathy and attention to detail. Proactively, follows up on problems. Anticipates customer concerns.
• Analyses and identifies hardware, software, procedural and/or communication problems.
• Communicates technical resolutions clearly, concisely and precisely verbally and in writing.
• Documents and summarizes interactions with internal customers, accurately, for tracking and reporting purposes.
• Adheres to department and company policies, procedures, and expectations particularly service level objectives.
• Works with employees within and outside the department to ensure the resolution.
• Applies advanced diagnostic techniques to identify problems; investigate causes; and recommend solutions.
• Provides troubleshooting and support.
• Provides phone, email and help-desk support for local and off-site users.
• Analyses customer needs to determine functional and cross-functional requirements.
• Maintains current knowledge of relevant technologies as assigned.
• Participates in special projects as required.
• When applicable, provides suggestions for process and procedure improvement.
• Incident management: Monitors, tracks the incidents and requests to ensure they are closed in time
• SLA Management: Keeps tracks of SLAs and ensures that agreed SLAs are met.
• Reporting: Prepares daily, weekly, monthly reports in format requested.
• Escalation management
• Understanding of support tools, techniques, and how technology is used to provide IT services
• At least one-year professional experience in a "help desk"/Service Desk or similar professional role
• IT Support relating to technical issues involving Applications, operating systems and hardware.
• Escalate to management when required.
• Ability to work in a team and communicate effectively
• Act as the single point of contact for all types of incidents and service requests
• Experience in ITIL tools like Service Now, BMC Remedy etc is must.

Skills & Abilities:

• Experience in infrastructure technical support.
• Experience in an ITIL environment.
• Proficiency in Microsoft tools
• Basic Knowledge of Server, Storage and Network will be added advantage.