ServiceDesk L2 Analyst

Job description

ServiceDesk L2 Analyst

Job Description - ServiceDesk Analyst

 

Details

Number of planned hires:

Job family: Technical Expertise (TEC)

Job Level (GCM Grade): AC2 / AC3

Job Country: India

Working Hours: 40 hours a week, role involves shift work including weekends & holidays.

Description

A service desk analyst is an information technology (IT) professional who helps users to resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help to resolve these issues for users.

 

Responsibilities

·  Serve as the first point of contact for customers seeking technical assistance over the phone or email
·  Logging all relevant incident/service request details, allocating categorization and prioritization codes
·  Providing first-line investigation and diagnosis
·  Resolving incidents/service requests when first contacted whenever possible
·  Escalating incidents/service requests that they cannot resolve within agreed timescales
·  Keeping users informed of progress
·  Closing all resolved incidents, requests and other calls
·  Conducting customer/user satisfaction call-backs/surveys as agreed
·  Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
·  Liaising with the Service desk manager
·  Working across a varied customer base providing remote support
·  Liaising with L2 teams and drive issues to resolution
·  Determine the best solution based on the issue and details provided by customers
·  Walk the customer through the problem-solving process
·  Provide accurate information on IT products or services
·  Record events and problems and their resolution in logs
·  Pass on any feedback or suggestions by customers to the appropriate internal team
·  Identify and suggest possible improvements on procedures

Technical and functional skills

·  Tech savvy with working knowledge of office automation products, databases and remote control
·  Good understanding of computer systems, mobile devices and other tech products
·  Ability to diagnose and resolve basic technical issues
·  Ability to learn new Software and hardware
·  Analyze technical issues, check error logs
·  Application support
·  Explaining technical information clearly
·  Knowledge of Operating Systems, Databases, LAN, WAN etc
·  Candidate should know the work process under ITIL guidelines
·  Open to work in different shift and in a 24*7 environment.

Education

Bachelor's degree in IT

Training / certification

·  ITIL Foundation

Soft skills

·  Customer service
·  Communication skills
·  Ability to learn quickly
·  Ability to work under pressure
·  Adaptability
·  Teamwork skills
·  Interpersonal skills
·  Integrity

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