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Frontline Managed Services
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Service Desk Analyst

Service Desk Analyst

Frontline Managed Services

0 years

4 Lacs

Goa

Posted:7 hours ago| Platform: GlassDoor logo

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Skills Required

service reporting software network script research management escalation backup support

Work Mode

Remote

Job Type

Full Time

Job Description

Primary Duties & Responsibilities

Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelliteach script, spelling, grammatical, and related guidelines);
Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources
Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools
Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines)
Escalate unresolved issues to the appropriate channels
Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

Other Duties

Performs other duties as assigned by management
Provide backup support to other team members
Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values.

Job Type: Full-time

Pay: Up to ₹40,000.00 per month

Benefits:

Health insurance
Internet reimbursement
Life insurance
Paid time off
Provident Fund

Schedule:

Night shift

Work Location: In person

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