Nexthink

Service DeskWork Location: Pune/MHSkills Required : NexthinkExperience Range Required: 3+ YearsNeed associates for Skill Service Desk, OSS,EUC

Essential Skills

As a Service Desk analyst 3 years of exp, you will act as a first and single point of contact for all IT related issue Dealing with incoming calls (Phone EmailWeb and Chat) in a professional, courteous manner Correctly logging incidentsRequest, categorizing and prioritizing, Initial Triage and assigning them to the correct team (if not First time Fix(FTF)) in line with the defined procedures. Ensuring all IncidentsRequest are progressed cleared within SLA escalating to other internal and external teams as appropriate Managing Incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress Diagnosing and resolving problems to the customers satisfaction Maintain and develop own knowledge and skills to assist with first time fault resolution Identify and escalate repeat issues or service risks into service management teams. Sharing knowledge with team colleagues and conducting training sessions for the new hire. Creating Knowledge article for the service desk in collaboration with L2 teams Managing end user escalations with the use of escalation management guidelines. Identify Shift left and automation candidates 24X7 days Shift based