It Service Desk Analyst

Role & responsibilities

Global Support Should have experience in handling calls with good communication skills Written Verbal
Any UG100 Team coordinationJob ProfileMinimum 1 Years of relevant technical experience is mandatoryTechnical Support to Mindtree business clients He/She will be responsible to provide technical support through remote email chat etcResolve Technical network problem diagnosis to the clients and provide technical resolution Incumbent should be open for 24X7 operationsResponsibilitiesProvide hardware  software  network problem diagnosis  resolution via Remote  telephone mail chat for customers end usersRoute problems to internal 3rd and 4th level IT support staffUse the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventionsResponds to telephone calls email instant messages and assigned tickets from users Assign work orders  incidents to appropriate support teams and follow up until closureRespond to and diagnose problems through discussions with users including problem recognition logs research isolation resolution and followup steps Provide level 1 and 2 remote desktop support and perform other activities based on SOPsPerform user account management activitiesEscalate complex problem to appropriate support specialistsResponsible for activities relating to the evaluation analysis and setup of PCbased software products eg word processors spreadsheets presentation graphics database management systems electronic mail and communicationsTroubleshoot client software and basic network connectivity problemsIdentify evaluate and prioritize customer problems and complaintsMay train users and operators on a limited basis and or may write training proceduresParticipate in ongoing training and departmental developmentSoft Skills High Integrity problem solving skills and learning attitude analytical and presentation skills and Process oriented"