Service Desk Analyst

Job Description

About Birlasoft: Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities. 1. About the Job – We are looking for a Service Desk Engineer to provide technical assistance to our clients 2. Job Title – Service Desk Analyst 3. Location: Mumbai 4. Key Responsibilities Excellent Communication Skill. Strong Experience & background in Global Service Desk. Strong experience & Knowledge of ITIL Process. Strong experience & Knowledge of MIM. Active Directory-O365 is Required. Job Description We are looking for a Service Desk Engineer to provide technical assistance to our clients. They will be the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Engineer handles issues from incoming tickets, calls & chats. Tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Engineer escalates unresolved problem/issues/requests to the proper tier 2 support/advanced resolver teams. Troubleshooting basic end user issues on various software applications, hardware (Laptop, Desktop & Printer) and network systems. Core Competencies Communication skills - Excellent oral and written communication skills Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems Experience with troubleshooting OSS and BSS tools Good Customer Service Skills Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience Experience with working on ITSM tools Specific Knowledge of other required Computer Systems/Applications for different work environments. Operational Requirement Responding to queries via chat, email, or phone Resolving problems with networks and other computer systems Diagnosing system errors and other issues Following up with customers to ensure full resolution of issues Following up and coordinating with other teams/Partners to resolve customer issues. Recommending improvements and fix process gaps Remotely accessing hardware or software for clients to make changes and fix problems Coordination & follow-up with Level2, Field-Ops for ongoing queries/request Follow up on pending tickets and updates The Go-to person for directing the requester for finding a solution with the right stake holders Show more Show less