Title: IT Service Desk Analyst
Exp.:4+ Years
Location: Gurgaon
Detailed JD:
- Act as a single point of contact for phone calls, e-mails, chat and walk-ups from staff regarding IT Issues and queries
- Answering and responding to all phone calls in a friendly effective manner (working towards SLA)
- Accurately record and prioritise Incidents and Service Requests against SLAs and resolution targets
- Service request fulfilment
- Incident management
- Own and progress call queues (own queue & teams' queue) and support tasks, ensuring timely resolution within SLA
- Resolve escalated calls from the business
- Resolve 80% of first-time fix incidents
- Carry out Morning & Evening checks
- Monitoring IT Service Desk mailbox
- Monitoring IT Service Desk unassigned Service Now queue
- Providing support to global users
- Resolving customer issues or escalating to support teams where necessary
- Proactively look for ways to improve customer processes or support operations
- Opportunities to get involved with a range of IT project work
- To participate on a shift rota between 07:00 and 18:00 Monday to Friday
- Promote teamwork and knowledge sharing
- Create, maintain and review knowledge articles shared with all IT support teams
- Previous IT experience working on an ITIL aligned Service Desk
- Proven customer service experience with excellent written and verbal communication skills
- Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
- Experience of working in a fast-paced office environment with the ability to work under pressure and manage multiple tasks at any one time
- Experience of using a Service Now toolset to log incidents/request
- Provided 1st/2nd line service desk support and worked with Windows 7, Active Directory, Exchange, MS 2010, Office365, Airwatch, Intune, Skype
- Excellent knowledge of Active Directory
