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Service Desk Specialist
2 months ago
About the Company:
Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.
Calling all tech savants and service superstars We have a once-in-a-career opportunity for a rockstar Service Desk Analyst to join our team in NYC. Here's your chance to work alongside the financial elite at a prestigious company, providing on-site technical support that keeps their world running smoothly.
This isn't your average Service Desk role. You'll be the go-to tech guru for high-profile managers and C-suite leaders, ensuring their technology runs like a well-oiled machine. Think of yourself as their personal IT guardian angel, solving problems with lightning speed and laser focus.
About the Role:
You'll be a strategic thinker, proactively identifying potential issues before they become roadblocks. Your communication skills will be legendary, keeping clients informed and exceeding expectations at every turn.
We're looking for someone who:
- Graduate with Minimum 6+ years of experience in service Desk
- Excellent communication and conversation skills in English with a Versant Score of 70
- Good Knowledge of Incident, Change and Problem Management
Manage Service Desk activities, including:
- Owning overall responsibility for Incident and Service Request process handling on the Service Desk
- Liaise with the Service Manager
- Help with the development and issuance of Service Desk Operational Reports
- Liaise with the designated Change lead as requested.
- Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
- Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority.
- Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism.
- Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
- Attend voice calls.
- Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
- Use Remote Desktop to assist the end users as required.
- Good Knowledge on O365 products.
- Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
- Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
- Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
- Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
- Proactive problem management is an added advantage.
- Good Knowledge and proven skills in Vendor Management
- Good Knowledge on ZOHO ITSM tool
Soft Skills:
- Should possess excellent customer handling skills
- Ability to handle unforeseen situations
- High level of acceptance and understanding in dealing with end users and situations
Certifications:
- Candidate to be ITIL certified
