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2.0 - 4.0 years

2 - 6 Lacs

Hyderabad

Work from Office

Position Responsibilities The Service Desk Analyst is responsible for providing a single point of contact for the employees for Information Technology related issues and requests and to manage the resolution of the issue or request Provide a customer service to the staff in the resolution of IT related issues and requests by providing a single point of contact and managing the complete resolution process. Record each contact in the service management system. Achieve Service Desk Key Performance Indicators. Achieve Service Desk Service Level Agreements when delivering customer support services General Responsibilities Understand and act in accordance with the companys vision, mission and values and positively contribute to the companys culture. Participate in Human Resource systems and initiatives. Comply with plans and actions to ensure corporate governance. Comply with the systems and standards set when dealing with internal and external customers. • Comply with all statutory obligations. Undertake any other duties, accountabilities and responsibilities as directed Qualifications / Requirements The ideal candidate will have: Minimum 2-4 Years Experience. You will currently be working as a Level 1 technician in a large corporate company providing support via telephone to a global community You will be able to support Microsoft Office, End User related issues e.g. Network logins / connectivity, Windows 7 / 10, Offline folders, VPN troubleshooting, Application access You will be have a good understanding of usage and ticketing mechanisms of ServiceNow Bachelors/masters degree in computer science or a related field Customer service skills Communication skills Pleasant customer service manner (particularly on phone) Problem solving skill. Ability to deal with employees at all levels and IT competencies Knowledge of business processes Knowledge of Service Management Systems Knowledge of IT Infrastructure Library (ITIL) Experience in the delivery of support services Tertiary qualification in Information Technology, higher education or demonstrate Additional • Proactive – (particularly in getting up to speed on support in Cleanaway environment) • Practical understanding of ITIL implementation on a Service Desk (Incident Management, Major Incident Management) • Experience with Service now or similar Help Desk tool skill set • Team player • Ability to communicate clearly both written & verbal • Committed • Cisco Telephony / Call Manager Experience is preferred – helping user related issues • AD Admin (Service Desk) • Ability to diagnose an IT issue quickly. • IPhone, iPad, Android & Windows phone experience • Working Hours – Rotational Shifts . Health, Safety and Environment (HSE) Responsibilities • Know the company’s vision with respect to HSE standards, behaviors and performance. • Participate in the company’s safety first culture that supports continuous HSE improvement and participate in company-wide programs. • Ensure duty of care obligations are met and that your conduct in the workplace occurs in a safe manner at all times. • Participate in processes regarding risk management compliance and internal controls to ensure operations and legal HSE risks are effectively managed and minimized. • Participate in training to obtain the appropriate skills and experience to safely and competently perform role. • Adhere to the company’s policies and procedures at all time

Posted 3 weeks ago

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