ServiceDesk Analyst

UST

0 years

0 Lacs

Trivandrum Kerala India

Posted:2 weeks ago| Platform:

Apply

Skills Required

query support software network chat management service recognition research

Work Mode

Remote

Job Type

Full Time

Job Description

Role Description

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.

Skills

Servicedesk ,Service now

More Jobs at UST

Architect II - Technical SAP ABAP

Bengaluru

12 - 15 yrs

INR 0 - 0 Lacs

Lead I - SAP FICO with PS (Project Systems) and RAR

Bengaluru

5 - 7 yrs

INR 0 - 0 Lacs

Lead II - SAP ABAP

Bengaluru

7 - 9 yrs

INR 0 - 0 Lacs

Procurement

Bengaluru, Karnataka

Experience: Not specified

Salary: Not disclosed

Manual & Python Automation

Bengaluru, Karnataka

Experience: Not specified

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.