Service Desk Analyst

Total experience: 1-2 years

Location: Hyderabad

Mode of work: Work from office (Rotational shifts).

Required :Good communication skills

About the Job:

Service Desk Analyst

Essential Duties and Responsibilities:

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
• Provide over-the-phone, email, and chat support.
• Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
• Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue.
• Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members.
• Maintain a regular and reliable level of attendance.

Knowledge Skills and Abilities:

• Strong verbal, written, and typing skills.
• Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst’s success.
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
• Ability to act independently and make decisions within the scope of the position’s responsibilities.
• Always display the utmost professionalism with team members as well as end-users. · Ability to function well in a high-paced and at times stressful environment.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.

Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research