Job
Description
You will be responsible for the following tasks as a Service Desk Analyst with proficiency in German/French communication skills: - Providing hardware / software / network problem diagnosis and resolution for end users through telephone/email/chat support - Routing problems to internal 2nd and 3rd level IT support staff - Coordinating and managing relationships with vendors and support staff for problem resolution - Administering User account provisioning - Using Incident Management System to document and manage problems and work requests - Responding to telephone calls, email, instant messages, and assigned tickets from users - Assigning work orders / incidents to appropriate support teams and ensuring follow-up until closure - Diagnosing problems through discussions with users and providing level 1 remote desktop support - Escalating complex problems to appropriate support specialists - Evaluating, analyzing, and setting up PC-based software products - Troubleshooting client software and basic network connectivity issues - Identifying, evaluating, and prioritizing customer problems and complaints - Participating in on-going training, departmental development, and routine maintenance updates - Providing all required documentation, including standards, configurations, and diagrams - Transferring knowledge of End User Computing operations - Providing support for on-call escalations and conducting root cause analysis - Independently resolving tickets within agreed SLA of ticket volume and time - Adhering to quality standards, regulatory requirements, and company policies - Working on value-adding activities such as Knowledge base update, Training freshers, and coaching analysts - Ensuring positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Qualifications required for this position are: - Excellent communication skills in German/French - Experience in technical support with networking - Freshers or Lateral candidates with 6 months to 3+ years of experience are eligible to apply Note: The job location for this position is Lucknow. You will be responsible for the following tasks as a Service Desk Analyst with proficiency in German/French communication skills: - Providing hardware / software / network problem diagnosis and resolution for end users through telephone/email/chat support - Routing problems to internal 2nd and 3rd level IT support staff - Coordinating and managing relationships with vendors and support staff for problem resolution - Administering User account provisioning - Using Incident Management System to document and manage problems and work requests - Responding to telephone calls, email, instant messages, and assigned tickets from users - Assigning work orders / incidents to appropriate support teams and ensuring follow-up until closure - Diagnosing problems through discussions with users and providing level 1 remote desktop support - Escalating complex problems to appropriate support specialists - Evaluating, analyzing, and setting up PC-based software products - Troubleshooting client software and basic network connectivity issues - Identifying, evaluating, and prioritizing customer problems and complaints - Participating in on-going training, departmental development, and routine maintenance updates - Providing all required documentation, including standards, configurations, and diagrams - Transferring knowledge of End User Computing operations - Providing support for on-call escalations and conducting root cause analysis - Independently resolving tickets within agreed SLA of ticket volume and time - Adhering to quality standards, regulatory requirements, and company policies - Working on value-adding activities such as Knowledge base update, Training freshers, and coaching analysts - Ensuring positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Qualifications required for this position are: - Excellent communication skills in German/French - Experience in technical support with networking - Freshers or Lateral candidates with 6 months to 3+ years of experience are eligible to apply Note: The job location for this position is Lucknow.
