Service Desk Analyst

Responsibilities

• Attend and resolve problems reported by end users on telephone /email/chat.
• Ensure that calls/Emails received at Service desk are responded in specified time frame and resolved /escalated.
• Record all calls/Emails into the tool(s) provided.
• Adhere to the predefined guidelines of call/email management process.
• Check and follow-up on outstanding cases
• Escalate unresolved calls/Emails to the appropriate teams such as circle desk side teams or application support teams.
• Ensure that calls / emails as responded per SLAs defined.
• Flexibility to changes in shift schedules, as dictated by Management, is required
• Meet targets of First Call Resolution and Customer Satisfaction for Voice as well as Email.

Must Have:

• Should have good experience in troubleshooting issues like outlook or browser related for both desktops and laptops.
• Should have good knowledge on Microsoft Office and Operating system.
• Experience and basic knowledge on Windows Operating Systems and Internet applications.
• Good Communication and Interpersonal Skills
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

Good to Have:

• Ticketing Tool Knowledge
• Process analysis
• Ability to research and troubleshoot the general issues (Outlook, browser related).
• Confer with HD Supervisor to identify trending problems and work to develop solutions to open issues