Service Desk Analyst

What Working at Hexaware offers:
Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed. Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance. With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles. At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together. We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.

What would you do?

Job Description:

Position: Service Desk Analyst

Location: New York, NY 10173 (5 days onsite per week)

• Experience: Minimum of 3 years of experience in Service Desk operations, providing support to end-users in a corporate environment.
• Communication Skills: Excellent communication and conversation skills in English with a Versant Score of 70 or equivalent, enabling effective interaction with end-users. Accent Neutralized Voice based support.
• ITSM Knowledge: Good understanding of Incident, Service Request, Change, and Problem Management processes, with the ability to effectively manage Service Desk activities.
• Incident Management: Proficient in logging, triaging, and resolving incidents, service requests, and problems in ITSM tools, ensuring adherence to SLAs.
• Ticket Management: Skillful in tracking and monitoring tickets, assigning them to relevant teams, and ensuring timely resolution within SLAs.
• Documentation: Strong documentation skills to maintain technical documentation, process documents, ticket status updates, and knowledge base articles.
• Technical Skills: Knowledgeable in troubleshooting desktop applications, network issues, printer problems, Active Directory, O365, and email-related issues, Microsoft Intune and MAC.
• O365 Products: Proficient in Microsoft Office 365 products, including configuration and troubleshooting.
• Remote Assistance: Ability to provide remote assistance to end-users using Remote Desktop tools, resolving technical issues efficiently.
• Vendor Management: Experience and skills in vendor management, coordinating with external vendors for issue resolution and service delivery.
• ITSM Tool: Proficient in using ServiceNow ITSM tool for incident management and service request execution.

Soft Skills:

• Customer Handling: Excellent customer handling skills, with a focus on delivering high-quality service and support to end-users.
• Adaptability: Ability to handle unforeseen situations and adapt quickly to changing environments or user needs.
• Acceptance and Understanding: High level of acceptance and understanding in dealing with end-users, their queries, and various situations that may arise.

Certifications:

• ITIL Certification: Candidate to be ITIL certified, demonstrating proficiency in IT Service Management practices.

Equal Opportunities Employer:
Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race including colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.

Find out more at Hexaware.com.