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Service Desk Analyst

Service Desk Analyst

HappieHire

1 - 5 years

0 Lacs

karnataka

Posted:1 day ago| Platform: Shine logo

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Skills Required

incident management documentation remote troubleshooting hardware troubleshooting software troubleshooting customer service password resets effective communication communication skills service request fulfillment ticketing system management user communication escalation of issues collaboration with other it teams adherence to service level agreements troubleshooting hardware troubleshooting software troubleshooting network troubleshooting system access requests software installations log incidents prioritize incidents categorize incidents enduser communication technical team communication issue status updates collaboration with it teams knowledge base articles problemsolving skills time management skills

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As an IT Support Specialist, you will play a crucial role in ensuring the smooth operation of IT systems within the organization. Your primary responsibilities will include incident management, service request fulfillment, ticketing system management, user communication, escalation of issues, documentation, remote troubleshooting, hardware, and software troubleshooting, collaboration with other IT teams, adherence to service level agreements, and maintaining a strong focus on customer service. Key Responsibilities: - Act as the first point of contact for users reporting IT issues - Troubleshoot hardware, software, network, and system problems - Handle service requests such as password resets, access requests, and software installations - Log, prioritize, and categorize incidents and service requests in the ticketing system - Provide clear and timely updates on issue statuses to end-users and technical teams - Collaborate with other IT teams to resolve complex problems - Create and update knowledge base articles for common issues Qualifications Required: - 1-2 years of experience in a service desk or IT support role - Basic understanding of operating systems, common software applications, and hardware components - Strong problem-solving skills and communication skills - Ability to work collaboratively with colleagues - Experience with ticketing systems like ServiceNow - Certifications such as ITIL Foundation, CompTIA A+, or equivalent will be advantageous - Time management skills to handle multiple tickets and tasks efficiently Additional Company Details: N/A,

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Service Desk Analyst