Service Desk Analyst

Must have Experience.

Ø  Excellent Communication Skill with internation voice experience.

Ø  Strong Experience & background in Global Service Desk.

Ø  Strong experience & Knowledge of ITIL Process.

Ø  Strong experience & Knowledge of MIM.

Ø  Active Directory-O365 is Required.

Parameters

Communication Fluency:

Grammar & Pronunciation:

Technical Knowledge:

ITIL/Service Desk Knowledge:

MIM Process Knowledge:

Job Description

Ø  We are looking for a Service Desk Engineer to provide technical assistance to our international clients. They will be the first point of contact for the users who call our IT Service Desk.

Ø  While providing the highest level of customer service, the Service Desk Engineer handles issues from incoming tickets, calls & chats.

Ø  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.

Ø  The Service Desk Engineer escalates unresolved problem/issues/requests to the proper tier 2 support/advanced resolver teams.

Ø  Troubleshooting basic end user issues on various software applications, hardware (Laptop, Desktop & Printer) and network systems.

While supporting the user on call, AHT needs to be 7 minutes