ServiceDesk Analyst

2 - 3 Years
1 Opening
Trivandrum

• Ability to understand the client query, responds to telephone calls, email, instant messages, and ensure every issue/request is logged in the Ticketing tool without any lapses.
• Provide first Level for all IT related services to end users, provide Remote desktop support and perform other activities based on SOPs within agreed SLA’s .
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.
• Route tickets to internal 2nd and 3rd level IT support staff appropriately without any misrouting.
• Use the Incident Management System to document and manage Incidents and work requests and their respective resolutions and circumvention's.
• Assign Service Requests / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including issue recognition, logs, research, isolation, resolution and follow –up steps.
• Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.
• Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.
• Ensure the ticket is updated with latest updates in a descriptive manner for future reference.

Servicedesk ,Service now