Service Desk Analyst (L1 Desk)

HTC Global Services

2 - 7 years

4 - 9 Lacs

hyderabad

Posted:None| Platform:

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Skills Required

ticketing networking access management service desk incident management windows customer service troubleshooting remote support remedy

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking an Service Desk Analyst (L1 Desk) with minimum 2+ years of experience in an IT support/help desk environment.

Requirements:

Exposure to a ticketing system for example ServiceNow and Remedy.
Act as the first point of contact for users reporting IT issues or requesting services.
Log, categorize and prioritize incidents and service requests in the ITSM tools.
Expertise in Troubleshooting and resolving technical issues related to hardware, software, networks and user accounts.
Escalate complex or unresolved issues to appropriate support tiers following defined escalation paths.
Provide remote support using remote access tools and follow documented procedures and knowledge base articles.
Ensure accurate documentation of all user interactions and solutions provided.
Following ITIL-aligned processes such as Incident Management, Request Fulfilment and Access Management.
Maintaining awareness of service desk procedures, SLAs and support protocols.
Participate in shift-based rotations to ensure 24x7 coverage where required.
Providing excellent customer service and maintain a high level of user satisfaction.
Assist in identifying recurring issues and contribute to knowledge base updates.
Experience supporting end-users remotely in a fast-paced environment.
Equivalent work experience may be considered in lieu of formal education.
Basic to intermediate knowledge of Windows/Mac OS, MS Office Suite, email clients, printers, and networking fundamentals.
Ability to multitask and handle a high volume of support requests.
Customer-focused attitude with a calm and patient demeanor.

#LI-Onsite #LI-PO1

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