Service Desk Analyst

4 weeks ago


Plano, United States Tech Mahindra Full time

Job Title: Service Desk Analyst

Job details:


Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience.

Possible career progression for right candidates.

Qualifications:

  • Excellent Customer Service/Phone Skills
  • Excellent Communication Skills - both written and verbal
  • Tier 1 support for Enterprise/IT applications
  • Experience of working within ServiceNow
  • Understanding of ITIL practices
  • Willingness to work in a 24/7 environment


Responsibilities:

  • To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web and chat.
  • Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner
  • Ensure Customer Service Level Agreements are met or exceeded
  • Respond to customer enquiries in a timely and efficient manner
  • Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
  • Execute transactions as per prescribed guidelines and timelines
  • Ensure customer/user confidentiality and data protection at all times



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