Service Desk Analyst
- IntouchCX
- 1 - 3 years
- Hyderabad
- 3 months ago
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Job Description
- Provide Tier II contact and incident resolution to customers with hardware, software, and application problems
- Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure
- Utilize remote tools and techniques to troubleshoot and resolve problems efficiently
- Provide excellent customer service while assisting end-users with technical inquiries and issues
- Communicate effectively with both technical and non-technical users to gather information and explain solutions
- Collaborate with Tier 1 support to gather initial information and escalate issues to higher-level support teams when necessary
- Document and communicate escalated issues clearly to facilitate efficient problem resolution
- Maintain accurate and detailed records of technical issues, solutions provided, and any follow-up actions taken based on ITIL best practices
- Contribute to knowledge base articles to facilitate Tier 1 support and self-service resolution
- Proficiently use remote support tools and technologies to access and troubleshoot end-users' systems
- Stay updated on the latest remote support tools and technologies
- Collaborate with other support teams, as well as system administrators and other IT departments , to address complex technical challenges
- Participate in team meetings and share insights to improve overall support effectiveness
- Provide guidance and mentorship to Tier 1 support personnel
- Stay informed about industry trends and technologies, and share knowledge with the team
- Troubleshoot simple issues including password resets, basic network, and application issues and apply first call resolution (FCR) using Knowledge Base for simple issues
- Act as a liaison between Global Service Desk & all departments and business unit
- Must be a full time Technical Graduate
- 1 to 3 years of experience in IT operations or Technical Service Desk with global customer facing experience
- Must have good logical probing, understanding and troubleshooting skills
- Good to have experience in working on ticketing system tools like Jira, Service Now or Remedy
- Must have exceptional English written and verbal communication skills
- Technical awareness with ability to match resources to technical issues appropriately
- Fair knowledge and experience on Windows OS, AD, G Suite, MS office User Administration etc.
- Understanding of incidents, service requests and major incidents is required
- Self-motivated and able to work in a fast paced environment with ability to think and act independently
- Strong analytical skills
- Excellent customer service skills, should know how to de-escalate issues
- Strong relationship-building skills, can network and work well with remote stakeholders
- Excellent collaboration skills
- Understanding of process management
- Typing speed of a minimum 25-30 words per minute
- Multilingual will be a bonus but not compulsory
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: customer service remedy service desk it operations remote support dns networking it service desk service request technical support servicenow process management ticketing active directory incident management troubleshooting dhcp jira itil
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IntouchCX
About company *IntouchCX Intouchcx is a global customer care and technology company that provides value- driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence di...
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