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Service Desk Analyst

Tata Consultancy ServicesPune, Maharashtra, India

30+ days ago

Job description

Years of experience : 2-5 years

Job Location : Pune / Kochi

Must-Have

Atleast 3 years of experience handling Service Desk services.
Fluency in English (Reading, Writing, Speaking)
Understand and responds in Business Communications
Good Managerial Skill
Understanding and knowledge on IT Infrastructure.
Work in any shift (24
7)

Good-to-Have

ITIL Knowledge

Understanding and knowledge on IT Infrastructure.

Role descriptions / Expectations from the Role

1 Following are the roles and responsibilities of Service Desk Analyst

Act as Single point of contact as Customer Global Service Desk

A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.

Create / Update KBA, SOP

Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation

Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively

Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware

respond to requests for technical assistance in person, via phone, chat, web and email

diagnose and resolve technical hardware and software issues

research questions using available information resources

advise user on appropriate action

follow standard help desk procedures

log all help desk interactions

administer help desk software

follow up with customers and users to ensure complete resolution of issues

redirect problems to correct resource

identify and escalate situations requiring urgent attention

track and route problems and requests and document resolutions

resolve technical problems with Local Area Networks and Wide Area networks

prepare activity reports

inform management of recurring problems

stay current with system information, changes and updates

help update training manuals for new and revised software and hardware

train users as necessary

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Service Desk Analyst • Pune, Maharashtra, India

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