Service Desk Analyst

Must have Experience.
Excellent Communication Skill.
Strong Experience & background in Global Service Desk.
Strong experience & Knowledge of ITIL Process.
Strong experience & Knowledge of MIM.
Active Directory-O365 is Required.
Parameters
Communication Fluency:
Grammar & Pronunciation:
Technical Knowledge:
ITIL/Service Desk Knowledge:
MIM Process Knowledge:
Job Description
We are looking for a Service Desk Engineer to provide technical assistance to our clients. They will be the first
point of contact for the users who call our IT Service Desk.
While providing the highest level of customer service, the Service Desk Engineer handles issues from incoming
tickets, calls & chats.
Tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to
resolve tier 1 requests in a timely fashion.
The Service Desk Engineer escalates unresolved problem/issues/requests to the proper tier 2 support/advanced
resolver teams.
Troubleshooting basic end user issues on various software applications, hardware (Laptop, Desktop & Printer)
and network systems.
Core Competencies
Communication skills - Excellent oral and written communication skills
Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
Experience with troubleshooting OSS and BSS tools
Good Customer Service Skills
Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
Experience with working on ITSM tools
Specific Knowledge of other required Computer Systems/Applications for different work environments.
Operational Requirement
Responding to queries via chat, email, or phone
Resolving problems with networks and other computer systems
Diagnosing system errors and other issues
Following up with customers to ensure full resolution of issues
Following up and coordinating with other teams/Partners to resolve customer issues.
Recommending improvements and fix process gaps
Remotely accessing hardware or software for clients to make changes and fix problems
Coordination & follow-up with Level2, Field-Ops for ongoing queries/request
Follow up on pending tickets and updates
The Go-to person for directing the requester for finding a solution with the right stake holders

Classification: Internal
Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents.