Service Desk Analyst

About Potentiam

Potentiam helps SME companies build world-class offshore teams. Our model is our locations and your dedicated staff under your control. Potentiam have offices in Iasi in Romania, Bangalore and Cape Town, home to large liquid pools of offshore talent working for international companies. Potentiam's management team have had over 15 years' experience in building offshore teams and have specialist functional expertise to support the transition offshore in technology, finance, operations, engineering, digital marketing, technology and analytics. For decades corporations' scale has enabled them to benefit from the cost and skills advantage of offshore operations. Now SME companies can enjoy a similar benefit through Potentiam without any upfront investment.

Location: Bangalore

Experience - 1+ years

Your main responsibilities will include (but not be limited to).

• To provide a channel for users to request and receive standard services, via email, phone and self service, in all supported languages that you are competent in.
• To maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLAs.
• To take ownership of user’s incidents and requests and be proactive when dealing with these.
• Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure.
• Chase other analysts/the customer for updates on open incidents/requests and regularly update the user on progress.

Must have skills :

• Experience in Service desk/ Helpdesk
• Experience in ITSM tools (ex - Freshdesk/Jira/ HubSpot /Zendesk/ServiceNow/similar)
• Experience in dealing with customer queries (ex - Ticketing systems/ teams/Phone/Email)
• Experience in platform (ex-Windows v2010 onwards)
• Experience in remote control software (team view/Any desk/similar)
• Experience in Application Support.
• Proactive, positive, self-starter and team player with a skill of continually improving processes
• Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success function
• Track record of working in a customer-facing environment
• Ability to digest complex data and relay it to users in a manageable, clear and concise way

Nice to have:

• ITIL V3 experience
• IOS Android experience
• Compliance experience

Benefits and Perks

• Health Insurance
• Referral Bonus
• Performance Bonus
• Flexible Working options