Service Desk Analyst/Desktop Support

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?

Position: Service Desk Analyst/Desktop Support

Location: New York city, NY (onsite)

Job Description:

1. Graduate with Minimum 3+ years of experience in service Desk .
2. Excellent communication and conversation skills in English.
3. Excellent in Voice call support.
4. Good Knowledge of Incident, Change and Problem Management.
5. Manage Service Desk activities, including Owning overall responsibility for Incident and Service Request process handling on the Service Desk.
6. Liaise with the Service Manager.
7. Help with the development and issuance of Service Desk Operational Reports.
8. Liaise with the designated Change lead as requested.
9. Logging and triaging the incidents in ITSM for all the end user-related incidents, service requests, problems etc.
10. Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority.
11. Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism.
12. Analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
13. Good Documentation skills on the technical process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
14. Use Remote Desktop to assist the end users as required.
15. Good Knowledge of O365 products.

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.