IT Service Desk Analyst

2-4 years
200000 - 400000 INR
2 months ago 12 Applied
Job Description

1. Check Verbal communication English -
2. Family background :
3. Current work profile intro -
4. Service Desk Exp :
5. ITIL v3 Certification :
6. Reason for change:
7. Ready to work in Shift :
8. Ready to relocate (if required) :
9. Joining Period : ASAP -
10. Ready to sign bond : YES - 3 years.
11. Ticketing tools :
12. Any Monitoring tools :
13. Incident, Request, Problem:
14. Week off : One day in a week is fine.

Total years of experience
Current Salary
Expected Salary :
Notice Period
Current Location:

Mission:
The Information Technology Services team mission is to serve our business partners with the highest level of integrity and satisfaction bringing solutions that improve business operations and reduce total operating expense. We delight our customers and employees by relentlessly delivering tools and technologies that become essential to the way we work. We strive to achieve this goal through the constant pursuit of business alignment, solution architecture, financial analysis, service delivery and customer support

Accountabilities:
Service Desk Actions (70%)

Knowledge Base Article Management (10%)

Report Preparation (10%)
Training (10%)

Job Summary:

The IT Service Desk Analyst will provide first line technical support to internal employees. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of end-user problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes all global locations within home workers and field technicians.
Responsibilities:
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
Maintaining an Asset Database and track changes
1st line support - troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, laptops, PCs and printers
Troubleshoot basic network issues
Escalate unresolved calls to the infrastructure support team
Log all calls into ServiceNow
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide basic in-house training in Microsoft Office applications used within (Word, Excel, Outlook, PowerPoint)
Provide stats for the weekly Service Desk report on call trends
Publishing support documentation to assist staff with requests for information & provide staff training if required
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
Mobile device (iOS & Windows) account management and provision
Avaya & Lync/Skype for Business basic support
VPN and remote connectivity support
To arrange for external technical support where problems cannot be resolved in house

Qualifications:
ITIL Foundations certification is preferable but not required
MCP certification would be desirable

Requirements:
Excellent communication skills and telephone manner
Proficiency in English
Excellent organizational skills
2 years previous IT Service Desk and/or IT Call Center experience required
Should have experience in at least one NMS tool and ticketing tool
Incident Management experience Managing incidents including business expectations and communication
Strong knowledge of Microsoft based operating systems with emphasis on Windows 8.1/10 and Office 2010/2013/2016
Experience with using and troubleshooting Outlook 2010/2013/2016 within a network environment (permissions, calendar sharing, delegation)
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Leave and Holidays will be per weekly/monthly roster
Others:

Relationships with others & Communication Service Desk Manager
Supports customers in all Business Units and global locations. Works closely with other members/teams in the IT department and internal customers. Develops and maintains relationships with Information Technology vendors and manufacturers.
Customer orientation Supports all business units, functional areas and international locations,

Magnitude Over 2300 customers, 73 locations and 37 countries.

JOB TYPE

Function

IT

Skills

"Service Desk"
IT Help Desk"
IT Support"

Education

Bachelor Of Computer Application (B.C.A)

TalentEdge Recruitment Consultants™ - is one of the fastest growing recruitment services and human resource solutions provider firms in India, with specialized services offering in Executive Search, Recruitment Solutions and Project Based Bulk Hiring. Headquartered at Vadodara, Gujarat and branch offices at Mumbai and Madhya Pradesh, we provide world class recruitment services and HR solutions across India. The list of our satisfied customers includes leading MNCs and large Indian firms across industries.

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