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Service Desk Analyst

Service Desk Analyst

AmplifAI

3 - 6 years

0 Lacs

Hyderabad Telangana India

Posted:2 months ago| Platform:

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Skills Required

service support saas sql analysis excel reporting freshdesk recruitment training itil certification communication leadership

Work Mode

On-site

Job Type

Full Time

Job Description

Role: Provide technical support to global SaaS clients, ensuring client satisfaction through prompt issue resolution. Responsibilities: Troubleshoot application/system issues via SQL queries and analysis. Manage incident tickets and communicate status updates. Conduct screenshare sessions for issue resolution. Escalate critical issues and manage SLAs. Maintain a Knowledge Base. Participate in daily operations meetings. Technical Skills: Advanced Excel (VLOOKUP, etc.). Basic SQL. Call Center/WFM reporting experience. Ticketing system familiarity (FreshDesk, etc.). Required Qualifications: Advanced English proficiency. 3 to 6 years SaaS technical support experience. Managerial experience, including recruitment and training. Bachelor's Degree. Desired Qualifications: ITIL certification. Ability to meet deadlines. Strong communication and leadership skills. Show more Show less

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Service Desk Analyst