Service Desk Analyst

We want to shape the future with vision and innovation. Be part of it and develop your full potential!

As part of the global NTT DATA Group, one of the most successful IT service providers in the world, we specialize in value-added SAP solutions as NTT DATA Business Solutions. With over 16,000 employees in more than 30 countries, we design, implement, and develop custom-fit SAP solutions for our global customers.

Would you like to take the next step in your career and be part of our highly qualified team

Are you ready to break new ground

Job Title: Service Desk Analyst

Experience: 2 to 6 Years

Job Location: Hyderabad

Shift : Rotational Shifts (24x7 Support)

Job Description

• Experience- 2 - 6 years of experience.
• To respond to L1 Troubleshooting issues
• To respond to the incidents / issues reported by Customer predominantly through Service Now, Email, Chat & Remote support.
• To identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.
• To capture all incidents in Service Now tool and assign the tickets to relevant assignment group as per process and ensures proper documentation.
• Provide resolution to customers based on processes defined.
• Follows the incident life cycle as defined by process viz logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defined in process with customer to ensure timely closure.
• Upgrade his technical and soft skills to achieve the quality scores with CSAT scores, resolution on call and customer service scores.
• Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
• Performs incident notification and escalation to ensure problems/requests/incidents are communicated effectively and receiving proper management attention.
• Flexible to work - 24/7 support
• Excellent communication skills.
• Fundamental Technical know-how on system trouble shooting.
• Excellent analytical and problem-solving skills
• Excellent verbal and written communication skills and can communicate clearly and concisely
• Strong executive presence and ability to interact with Customer Top Management
• Proven ability to transfer knowledge and stay aware of current trends and technical advancements