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IntouchCX
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Service Desk Analyst

Service Desk Analyst

IntouchCX

20 years

0 Lacs

Hyderabad Telangana India

Posted:1 day ago| Platform:

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Skills Required

service management engagement ai automation creativity drive support resolve software network itil logical probing troubleshooting jira communication collaboration typing multilingual

Work Mode

Remote

Job Type

Full Time

Job Description

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

The Service Desk Analyst will be responsible for delivering advanced technical support to end users at IntouchCX. The primary focus will be to resolve complex technical issues remotely, ensuring timely and effective solutions. The role will collaborate closely with Tier 1 support and escalate issues as necessary to higher-level support teams. Coverage includes all 24/7 office users as well as remote users (WFH).As Service Desk Analyst, You Will…

Provide Tier II contact and incident resolution to customers with hardware, software, and application problems
Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure
Utilize remote tools and techniques to troubleshoot and resolve problems efficiently
Provide excellent customer service while assisting end-users with technical inquiries and issues
Communicate effectively with both technical and non-technical users to gather information and explain solutions
Collaborate with Tier 1 support to gather initial information and escalate issues to higher-level support teams when necessary
Document and communicate escalated issues clearly to facilitate efficient problem resolution
Maintain accurate and detailed records of technical issues, solutions provided, and any follow-up actions taken based on ITIL best practices
Contribute to knowledge base articles to facilitate Tier 1 support and self-service resolution
Proficiently use remote support tools and technologies to access and troubleshoot end-users' systems
Stay updated on the latest remote support tools and technologies
Collaborate with other support teams, as well as system administrators and other IT departments , to address complex technical challenges
Participate in team meetings and share insights to improve overall support effectiveness
Provide guidance and mentorship to Tier 1 support personnel
Stay informed about industry trends and technologies, and share knowledge with the team
Troubleshoot simple issues including password resets, basic network, and application issues and apply first call resolution (FCR) using Knowledge Base for simple issues
Act as a liaison between Global Service Desk & all departments and business unit

As Service Desk Analyst, You Have…

Must be a full time Technical Graduate
1 to 3 years of experience in IT operations or Technical Service Desk with global customer facing experience
Must have good logical probing, understanding and troubleshooting skills
Good to have experience in working on ticketing system tools like Jira, Service Now or Remedy
Must have exceptional English written and verbal communication skills
Technical awareness with ability to match resources to technical issues appropriately
Fair knowledge and experience on Windows OS, AD, G Suite, MS office User Administration etc.
Understanding of incidents, service requests and major incidents is required
Self-motivated and able to work in a fast paced environment with ability to think and act independently
Strong analytical skills
Excellent customer service skills, should know how to de-escalate issues
Strong relationship-building skills, can network and work well with remote stakeholders
Excellent collaboration skills
Understanding of process management
Typing speed of a minimum 25-30 words per minute
Multilingual will be a bonus but not compulsory

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Service Desk Analyst