IT Service Desk Analyst

Details:

Job Description: Experience 3.0+ Years

• •Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes.
• •Be logged-in and available to answer calls through our global Service Desk call centre solution.
• •Actively participate in team meetings and suggest opportunities for continual improvement.
• •Support Service Desk KPI/TTI measures.
• •Be part of a rotered on call team during weekends, this should have you on-call once a month
• •Develop and maintain both technical and customer documentation for standards, processes and procedures.
• •Monitor group email inbox and enter into ticketing system.

• Working Hours: 3 shifts on a rotational basis -06:30 - 14:30 (IST) -14:30 - 22:30 (IST) -22:30 - 06:30 (IST)
• # Immediate start preferred

Details:

Job Requirement:

• •Strong customer service skills with a passion to exceed customer expectations.
• •Good analytical and problem solving skills.
• •An understanding of ITIL v3.
• •A passion and interest in learning a broad knowledge of hardware and software.
• •Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).
• •Strong English written and verbal communication skills.
• •Demonstrated ability to communicate complex problems and issues in a concise manner to a variety of technical and non-technical audiences.
• •Ability to work under stressful conditions.
• •Maintain up-to-date knowledge in the Service Desk sector of IT along with any industry trends or techniques.

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