Service Desk Analyst

Role: Service Desk

Experience: 3 to 5 years

Locations: Chennai, Bangalore, Hyderabad, Mumbai, Indore

Must-Have:

Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat

Willing to work in night shifts over prolonged period

Excellent written & spoken communication skills

Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation

Effectively manage length of calls, handle time, and after call work

Walk the customer through the problem-solving process

Determining the best solution based on the issue and details provided by customers

Provide accurate information on IT products or services

Good troubleshooting skills involving:

O Assisting users with password resets and account unlock for reported incidents and requests.

Performing remote troubleshooting through diagnostic techniques and pertinent questions

System boot issues and Microsoft Office related issues

O Provide connectivity support for home users including network broadband, Virtual Technologies, and VPN

o Providing support on technologies such as MFA, SCCM

o Providing smartphone assistance for in home connectivity

o Providing Apple, Android device support over the phone

o Using specific tools to diagnose issues, make recommendations for resolution

o Placing corporate phone orders through authorized vendor portals

o Supporting hardware collection of terminated employees

o Providing support through the technologies such as Nexthink, Controlup and App Volume Manager

o Providing support to MacOs devices.

O Good working knowledge and experience in Active Directory (Add/Remove & Edit Users), Office 365, Jamf.

O Printer configuration and troubleshooting

o Creating and updating the Knowledge base articles for the infrastructure support