Service Desk Analyst - L2

Role - IT Service Desk (desktop/ system support)

Rate: 85k/ M

Location: Pune, Maharashtra

Shift Timing - Rotational shift (rotational week offs)

Notice Period - immediate joining - 30 days preferred.

Experience & Qualifications

• Graduation mandatory
• Only SD Experienced candidates can apply .
• Candidate should have excellent communication.
• Good Knowledge of Laptop/Desktop troubleshooting.
Knowledge about VPN/ Windows OS/O365/Active Directory.

Key Responsibilities :

• As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns
• Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins
• Identify and escalate tickets requiring urgent attention and action
• Log all contacts and document all the activities and results accurately and completely within the incident management tool
• Deal with and resolve helpdesk requests
Open to working in a 24x7 environment with rotating shifts and rotating weeks off

Skills Required :

• Previous experience in IT helpdesk (Voice)
• Excellent communications skills (verbal and written)
• Knowledge on ITIL Framework and Terminologies
• Knowledge on Windows, Mac operating systems & VDI environments
• Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner
• Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies
• Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates
• Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc..
• Continually develops and maintains technical skills to ensure high quality levels of technical support for end user
• Knowledge in Password Resets, Account Lockouts,Connectivity issues (i.e., VPN, etc.), Endpoint security issues, Windows support, Outlook email support, Internet browser how to (Chrome, Explorer, etc.), Virtual Desktop, Collaboration (Teams, Webex, Zoom, etc.)
Handling queries, Incident management, Processing service requests, Initiate IMACs, User account administration, including password resets, Knowledge management article updates, Call escalation management

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Do:

• Be responsible for primary user support and customer service
  • Respond to queries from all calls, portal, emails, chats from the client
  • Become familiar with each client and their respective applications/ processes
  • Learn fundamental operations of commonly-used software, hardware and other equipment
  • Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
  • Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
  Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
  

• Regular MIS & resolution log management on queries raised
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
  • Identify and suggest improvements on processes, procedures etc.

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Deliver:

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