Service Desk Analyst
- Nihilent
- 3 - 6 years
- Pune
- 3 months ago
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Job Description
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The role of the Service Desk Analyst will be to enable an effective IT support service by acting as a single point of contact for all IT issues and queries. Involves taking initial contacts from the SSC customer base and ensuring through a process of triage whether to resolve at contact or assign for resolution
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Key Accountabilities:
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Act as a single point of contact for all IT issues and queries.
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Receive and log all customer contacts via multiple channels (phone, email, chat, self-service).
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Use probing questions and defined knowledge information to accurately log the details of the customers enquiry.
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Troubleshoot tickets and make accurate decisions on the right path for resolution of the customer enquiry i.e., concluding as a First Time Fix or assigning to 2nd or 3rd party resolution teams.
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Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues.
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Where appropriate use personalized decisions and actions to add value by resolving the customer s enquiry at the point of contact.
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Ensure all relevant information is clearly recorded in the ITSM tool.
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Provide timely and accurate updates to tickets.
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Where required ensure the timely escalation of complaints to the appropriate level.
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Continuously maintain a high standard of customer service.
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Create and publish support documentation and knowledge information and support the Team Leader in training of new staff.
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Alert the line management to identify trends in customer issues or queries.
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Completion of ad-hoc tasks assigned by Management. Office 365, Active Directory, Outlook creation, printer configuration, Troubleshooting
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: NihilentLocation(s): Pune
Keyskills: Training IT support ITSM Active directory Service Desk Analyst Customer service Management Troubleshooting office 365
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