IT Service Desk Analyst- Polish

IT Service Desk Analyst- Polish

Role: IT Service Desk Analyst- Polish

Experience: 4- 6 Years

Location: Mumbai, Pune

Notice Period: Immediate- 15 Days

Mandatory Skills: IT Service Desk, Polish, ITSM, ITIL

4-6 Years of experience in IT Service Desk Operations Able to take ownership of team responsibilities when needed and making sure that the deadlines are met Keen and ready to learn new concepts and design solutions for the toughest of problems Can demonstrate ability to deliver excellent quality of work selflearn and work under pressure.

• Good customer service skills
• Good understanding of Service Desk operations
• Excellent communication and interpersonal skills
• Knowledge on Incident Service Request Management
• Strong analytical skills
• Past experience working in 24X7 support models
• Quick learner selfmotivated highly organized dedicated and optimistic
• Certification on ITIL v3 foundation will be an added value however not mandatory.

Work Experience:

• Log all incidents and requests in the ITSM tool
• Addresses and resolves basic Incidents and Service Requests
• Engages other support teams or resources as when appropriate to resolve tickets
• Use appropriate CTI classification for incidents and requests
• Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates
• Act as a single point of contact for the end users customers
• Adhere to the documented policies and procedures
• Maintain confidentiality with regards to client customer information adhere to the NDA guidelines
• Hands on experience on ITSM tools like ServiceNow in an added advantage
• Excellent technical knowledge on Windows 7Windows 10 Mac OS X printers Remote Access Management tools and Office applications
• Ability to paraphrase and trouble shoot issues
• Identify major incidents and invoke the major incident management process
• Strict adherence to meeting all the agreed SLAs and KPIs
• Identify new issues and contribute to Knowledge Base development

shanmukh.d@s3staff.com