Service Desk Analyst 1

Designation: Service Desk Analyst

Location: Hyderabad

Experience: 4+yrs

This position is primarily responsible for providing technical support to the business users and stakeholders in a professional, timely and courteous manner so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

Operational Management

▪ Field incoming help requests from end users via both telephone and ticketing system in a courteous manner.

▪ Log all calls into the IT Service Management tool as per Service Desk call handling process. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

▪ Manage the relationship between Service Desk, internal customers and other WIS teams. Build rapport and elicit problem details from Service Desk customers.

▪ Prioritize and schedule the resolution of incidents and fulfilment of service requests, providing point of escalation (when required) to the appropriate escalation team.

▪ Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in the notes/update section of the service desk tool.

▪ Identify and learn appropriate software and hardware used and supported by the organization

▪ Test fixes to ensure problem has been adequately resolved and ensure acceptance by the requestor

▪ Coach users in problem resolution and provide guidance on usage of IT services

▪ Perform post-resolution follow-ups to help requests.

▪ Develop help sheets and frequently asked questions lists for end users.

▪ Schedule workload in accordance with SLAs and ensure timely escalation of issues or resolution including distribution of work load within organization.

▪ Manage the progress of calls by means of service level escalation and taking appropriate action if calls exceed acceptable levels.

▪ Professional and timely communication to end users when calls exceed SLA or when calls are to be resolved by support groups, appraising users of delays and difficulties in resolving calls and assisting in determining alternate courses of action.

▪ Maintain current user details on the user database and populate the knowledge base as required.

▪ Participate in On callsupport roster for critical business issues

▪ Working as a collaborative team with othersupport analystsin assisting resolution of calls

Service Desk Service Level Agreement

▪ Log 100% of calls received via phone, fax, e-mail and voice mail in the Service Desk tool.

▪ Achieve a 95% SLA that survey recipients are satisfied or very satisfied with the service they receive from the Service Desk

▪ Call abandonment rate no greater than 10%

▪ 75% of calls to be resolved at 1 st Level ▪ Achieve agreed IT Incident and Service Request SLAs

Licenses/Accreditations/ Memberships:

▪ ITIL v3.0 Foundations Certified an advantage

Experience / Attributes

• Demonstrable understanding of ITIL principles and processes
• Experience with supporting Microsoft O365 desirable
• Experience with supporting Microsoft Dynamics USD and Fin Ops
• Experience with Payrollsystems, functionalskills desirable
• Experience with application support, functionalskills desirable
• Previous experience with Microsoft Office 2013, 2016/365 suite
• Previously worked with ITSM ServiceNow
• Great understanding Windows10 fundamentals
• Knowledge of basic computer hardware
• PC proficiency and familiarity with various software packages
• Experience with desktop and server operating systems
• Application support experience in a distribution business an advantage
• Working knowledge of a range of IT diagnostic utilities.
• Good understanding of the organisations goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonalskills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills. 

About Softobiz:

Innovation begins with like-minded people aiming to transform the world together. At Softobiz, we invite you to become a part of an organization that has been helping clients transform their business by fusing insights, creativity, and technology. With a team of 300+ technology enthusiasts, we have been trusted by leading enterprises around the globe for over 12+ years.

At Softobiz, we foster a culture of equality, learning, collaboration, and creative freedom, empowering our employees to grow and excel in their careers. Our technical craftsmen are pioneers in the latest technologies like AI, machine learning, and product development.