Schedule:
Monday to Friday - 6 am to 12 pm EST
We are looking for a Service Desk Analyst to provide technical assistance to our clients. You will help install, upgrade and troubleshoot hardware and software systems. If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should be familiar with remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.
· Excellent verbal and written communication skill in English.
· Self-motivating, proactive and a team player
· Able to operate effectively in a team environment with both technical and non-technical team members
· Effective communication with excellent probing skills
· Experience in a large organization call handling, knowledge navigation, troubleshooting on a large-scale help desk environment
· Working knowledge of ITIL methodologies, such as Incident, Request& Problem management
· Working technical knowledge of current protocols, operating systems, and standards.
· Knowledge of all software applications used within the organization
· Able to operate effectively in a team environment with both technical and non-technical team members
· Able to operate with minimal supervision
· Able to manage time effectively, set priorities appropriately and holding accountability.
· Able to operate within customer standard operating procedures
· Hardware knowledge for Desktop & Laptop
· Knowledge in Office 365
· Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s
· Record interaction using ticket tool with proper classification
· Perform account unlock/password reset as per defined process
· Dispatch tickets to support groups post gathering required information
· Refer Knowledge base and perform troubleshooting as per defined process
· Follow up and closure of incidents to ensure customer satisfaction
· Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents
