Service Desk Analyst

175

Applications

Bangalore
Full-Time
Mid-Level: 4 to 6 years
Posted on Feb 07 2024

About the Job

Skills

O365
ServiceNow
Active Directory
Networking
Desktop Support
Ticketing
ITIL

Position: Service Desk Analyst

Interview: F2F

Work location: Bangalore, Whitefield - WFO, Rotational (No cab facility)

Experience: 3-4 Years


Responsibilities include :

  • Provide remote support to customers worldwide, addressing technicall issues promptly and professionally.
  • Excellent communication.
  • Troubleshoot and resove software and hardware problems related to Windows OS, Office Products, VPN / Citrix, Network Permissions, Software Installations, Active Directory Account Maintenance, Vendor Coordination in logging complaints / warranty claims of HW, Printer / Plotter configuration.
  • Using Service Now Tool to log, track, update and resolve the tickets.
  • Collaborate with cross-functional IT Teams, including Server, Security, Network and Messaging Teams to resolve complex technical issues and contribute to improving overall IT Infrastructure.
  • Continuous update and maintain knowledge base articles to enable efficient self-service solutions for common problems.
  • Deliver exceptional customer service by effectively communicating technical information in a clear and concise manner.
  • Identify trends and recurring issues, providing insights to management for potential process improvements.
  • Actively participate in Teams Meetings, Training Sessions and Knowledge Sharing Activities to enhace technical skills and stay updated on new technologies.

Requirements :

  • Proven experience as a Support Desk Analyst or in a simillar technical support role, preferably in Global Environment.
  • Strong knowledge and experience with Office Products, VPN, Citrix, Network Permissions, Software Installations, Active Directory Maintenance. Printer Configuration (Local & Network), Shared Folder Permissions etc.
  • Familiarity with ServiceNow is a plus.
  • Excellent analytical abilities, problem solving and troubleshooting skills with a customer-centric approach.
  • Ability to work effectively in a fast-paced environment, managing multiple priorities and meeting deadlines.
  • Strong communication and interpersonal skills to collaborate with cross-functional IT Teams and interact with customers from diverse backgrounds and spread across the globe.
  • Willingness to work in rotational shifts to provide 24x7 support coverage and work from office
  • Provide remote support to customers worldwide, addressing technicall issues promptly and professionally.
  • Troubleshoot and resove software and hardware problems related to Windows OS, Office Products, VPN / Citrix, Network Permissions, Software Installations, Active Directory Account Maintenance, Vendor Coordination in logging complaints / warranty claims of HW, Printer / Plotter configuration.
  • Using Service Now Tool to log, track, update and resolve the tickets.
  • Collaborate with cross-functional IT Teams, including Server, Security, Network and Messaging Teams to resolve complex technical issues and contribute to improving overall IT Infrastructure.
  • Continuous update and maintain knowledge base articles to enable efficient self-service solutions for common problems.
  • Deliver exceptional customer service by effectively communicating technical information in a clear and concise manner.
  • Identify trends and recurring issues, providing insights to management for potential process improvements.
  • Actively participate in Teams Meetings, Training Sessions and Knowledge Sharing Activities to enhace technical skills and stay updated on new technologies.


About the company

Wissen was established in the year 2000. We have global offices in the US, UK, Europe, Mexico, Middle East, and India, with best-in-class infrastructure and development facilities spread across globe. We are a fast-growing end-to-end software solution provider in Banking & Financial Services, Telecom, Healthcare & Retail verticals and have successfully delivered $350 million worth of projects. ...Show More

Industry

IT Services and IT Consul...

Company Size

5001-10000 Employees

Headquarter

Waukesha, WI

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