Service Desk Analyst
2 months ago
Job Title - Service Desk Analyst
Relevant Experience - 2-5 Years
Must Have
Technical/Functional Skills - • Knowledge of Active Directory, Office 365, and ITIL • Knowledge of service desk software such as ticketing and remote-control tool (ServiceNow, Microsoft Teams) General understanding on NICE CXOne Contact Center tools Certification related to ITIL v3 is a plus • Critical thinking, excellent analytical and problem-solving skills.
Experience Required - • 2+ years of Technical Support, Help Desk, Customer Service experience of equivalent in multiple channels.
Roles & Responsibilities - Provide first-level support to the customer in relation to IT requests
and incidents including software and hardware-related issues not limited to desktops (support involves mobile computers and other mobile devices). • Assist users over the telephone, through e-mail, voice mail, chat, over the web interface, and other channels customers reach out to Service Desk seeking IT support. • Identify and solve software and hardware problems by giving step-by-step instructions. • Provide advanced support to customers’ PC using remote control tool. • Effectively communicate with other team members, 2nd and 3rd Level technical teams, and end-users to provide and process information in response to Incidents, Service Requests, queries, escalations, and reach SLAs. • Handle and document all incoming requests or incidents within the contractually agreed timeframes in the IT Service Management tool. Follow up on the existing tickets, escalate unsolved cases to the appropriate IT team: Network, Server, Application, or other Support teams, and ensure cases' timely resolution. • Log all contacts in the helpdesk tracking database or tool simultaneously while handling the call • Instruct users on usage of application systems. • Recommend procedure modifications and improvements Knowledge Management • Learn and implement new technologies, tools, processes, and policies. • Document new technical solutions in the knowledge base, suggest improvements to the existing ones and facilitate knowledge transfer when needed. • Document and share best practices and lessons learned with other colleagues. • Attend all training sessions as per the training plan Quality Management, Policies, and Procedures • Understand quality requirements and aspects of the account and work according to those regulations reaching outlined Key Performance Indicators. • Ensure a high level of customer satisfaction. • Learn and adhere to TCS' and customers’ policies and procedures. Other Tasks and Responsibilities • Actively participate and share ideas in team meetings and individual feedback sessions. • Perform any other task given by the supervisor which belongs to the scope of this position by its nature and where an associate's experience or associate's education meets the requirements to perform the task in question.
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