IT Servicedesk Analyst

POSITION SUMMARY

Alphanumeric is hiring an ITS Service Desk Analyst based in India for a full-time remote job. Reporting to the Team Lead/Manager, your primary responsibilities will be to always provide polite and professional support to external customers and clients. You will receive, document, and track all incoming customer/user calls for immediate remedy and closure. You will be accountable for your own personal performance regarding metrics and serve as the single point of contact (SPOC) for incidents, including owning the call through closure. Paid training is provided.

JOB CONDITIONS

Type of contract: permanent.

Model: work from home 100%

Salary base: 49.000 INR gross per month.

Benefits: internet allowance + private health insurance.

Working shift: this could vary depending on what is needed between 6 am and 8 pm EST - flexibility is required from your end - may be required to work on weekends

Training shift: 8 am to 5 pm EST.

Start date ASAP

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Provide timely IT service desk support to contracted clients

Use defined procedures for responding to customer calls

Collect information from caller and document data elements in designated tool

Maintain records of all calls from customers using designated Service Management tool

Provide detailed documentation of all steps involved in resolving customer issues

Escalate issues to the appropriate department and personnel

Investigate, examine, troubleshoot, and solve hardware and software issues quickly

Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers

Provide support and instruction for client products

Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing

Update knowledge base for all clients

Unlock and reset passwords for user accounts

Resolve issues for clients using designated remote access tool

Ability to have flexible schedule to assist in responding to emergency support issues and situations

Other duties as assigned

EDUCATION AND/OR EXPERIENCE

Computer Science or related degree and a minimum of 1-year previous IT support experience preferably in a call center environment and/or any equivalent combination of education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS

A+ certification or equivalent experience with a Geek Squad or European Equivalent

COMPUTER SKILLS

OKTA, ServiceNow and high proficiency in O365 (important)

Solid computer keyboarding, multiple monitor, and touchpad skills

General understanding of various software and hardware.

COMMUNICATION SKILLS, REASONING ABILITY AND/OR MATHEMATICAL SKILLS

Excellent written and oral English communication skills

Native level fluency in designated language

Exceptional problem solving and organizational skills

Excellent analytical and problem-solving skills

Excellent customer service orientation

Ability to adjust and adapt to situations in a timely manner

Motivated self-starter, proactive with initiative to work and learn