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Tata Consultancy Services
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Service Desk Analyst

Service Desk Analyst

Tata Consultancy Services

2 - 5 years

1 - 5 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

it support technical documentation tracking systems help desk customer support reading it infrastructure research operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role

IT Service Desk Operations

At least 3 years of experience handling Service Desk services.

Fluency in English (Reading, Writing, Speaking)

Understand and respond in Business Communications

Good Managerial Skill

Understanding and knowledge on IT Infrastructure.

Work in any shift (24x7)

ITIL Knowledge

Act as Single point of contact as Customer Global Service Desk

Manage support requests that can come through a range of networks, such as email, chat, and telephone.

Document issue severity, utilize standard procedures to resolve issues, and maintain support tracking systems.

Create / Update KBA, SOP

Resolve technical issues remotely. For common problems such as installation and configuration, provide users technical documentation.

Accelerate customer support requests to higher-level IT support specialists if unable to resolve an issue. Provide specialists with details for effective resolution.

Maintain comprehensive records of issues relating to both software and hardware.

Respond to requests for technical assistance in person, via phone, chat, web, and email.

Diagnose and resolve technical hardware and software issues.

Research questions using available information resources.

Advise user on appropriate action.

Follow standard help desk procedures.

Log all help desk interactions.

Administer help desk software.

Follow up with customers and users to ensure complete resolution of issues.

Redirect problems to correct resource.

Identify and escalate situations requiring urgent attention.

Track and route problems and requests and document resolutions.

Resolve technical problems with Local Area Networks and Wide Area networks.

Prepare activity reports.

Inform management of recurring problems.

Stay current with system information, changes, and updates.

Help update training manuals for new and revised software and hardware.

Train users as necessary.

Job Details Location Pune Job Function IT INFRASTRUCTURE SERVICES Role Engineer
Desired Skills IT IS_Service Desk | Service Desk
Qualifications
Bachelor of Engineering

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Service Desk Analyst