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Converge Electronics
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IT Service Desk Analyst I

IT Service Desk Analyst I

Converge Electronics

3 - 8 years

5 - 10 Lacs

pune

Posted:3 hours ago| Platform:

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Skills Required

service delivery customer satisfaction service desk voice support oracle erp customer support technology solutions information technology remote support it service desk analyst

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position: IT Service Desk Analyst I

Job Description:

IT ServiceDesk Analyst

What you ll be doing:

Service Desk Analysts are on the frontline of customer support. They are focused on helping to resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed.
A Tier 1 Service Desk Analyst typically takes the initial inquiry and manages relatively simple hardware, software or network issues.
A service desk analyst spends the majority of the day performing remote support. This can take a number of forms:
Over-the-phone support
Screen sharing or remote control
Live chat support
Email support

What we are looking For

Has minimum 3 years of experience in a global service delivery team.
Has solid knowledge of IT service norms such as customer satisfaction, call closure norms such as response time, resolution time, etc.
Has excellent written and verbal communication skills.
Has a good understanding of how the IT ServiceDesk function integrates with other IT functions in accomplishing the desired results in the required areas.
Has experience in exercising tact and diplomacy for sensitive situations.
Has aptitude to understand Arrow procedures, evaluate appropriate alternatives and make a judgment based on the analysis of factual information.
Exposure to an Oracle ERP environment is a plus.
Voice support experience in a Global setup is a must
Willingness to work in 24*& 7 environment
Willing to work in night shifts

What s in it For You

Training and professional development
Performance coaching
Work with fun team in a supportive environment
Work at a strong and growing company
Community involvement opportunities
Lucrative night shift allowances

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