Service Desk SME

Years of experience: 7-10 years

Job Location: Pune

Role descriptions / Expectations from the Role

1 Following are the roles and responsibilities of Service Desk Analyst · Act as Single point of contact as Customer Global Service Desk · A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems. · Create / Update KBA, SOP · Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation · Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively · Service Desk Analysts must 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