Service Desk - Analyst

As a Service Desk Analyst at our company, your role will involve providing excellent communication skills in German/French and experience in technical support, particularly in networking. Your responsibilities will include: - Providing hardware/software/network problem diagnosis/resolution via telephone/email/chat for customers" end users. - Routing problems to internal 2nd and 3rd level IT support staff. - Coordinating and managing relationships with vendors and support staff for problem resolution. - Administering and providing user account provisioning. - Using the Incident Management System to document and manage problems, work requests, resolutions, and circumventions. - Responding to telephone calls, emails, instant messages, and assigned tickets from users. - Assigning work orders/incidents to appropriate support teams and following up until closure. - Responding to and diagnosing problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. - Providing level 1 remote desktop support and performing other activities based on SOPs. - Performing user account management activities. - Escalating complex problems to appropriate support specialists. - Being responsible for activities related to the evaluation, analysis, and setup of PC-based software products. - Troubleshooting client software and basic network connectivity problems. - Identifying, evaluating, and prioritizing customer problems and complaints. - Participating in ongoing training and departmental development. - Conducting routine maintenance updates with other IT staff and business units. - Providing all required documentation, including standards, configurations, and diagrams. - Providing knowledge transfer of EUC operations. - Providing support for on-call escalations and conducting root cause analysis of given issues. - Independently resolving tickets within the 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 and management, training freshers, and coaching analysts. - Ensuring positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases. Qualifications Required: - Excellent communication skills in German/French. - Experience in technical support, particularly in networking. Please note that the position is open to freshers or lateral candidates with 6 months to 3+ years of experience and the job location is in Lucknow.,