L1 IT Service Desk Analyst

Job Description

1. Job Title : Service Desk Analyst

2. Job Summary : Roles & Responsibilities
1. Receiving end user calls
2. Provide first level resolutions for EUC and Business Applications
3. Ticket creation/Categorization / Prioritization
4. Ticket escalation to respective Support Group
5. Incident resolution and recovery for IT SD/Account Provisioning/L1 EUC/L1 Apps
6. Ticket update and Closure.
Desired Skills 1. Good communication skills and customer management experience
2. Work experience with clients outside India or in onsite roles.
3. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
4. Willing to work in 24x7 environment
5. Good Analytical & Coordination skills are essential.
6. Basic Customer service skills
7. Basic understanding of Computers and Trouble shooting skills required.
8. Customer service orientation and ability to work in a team
9. Good interpersonal and communication skills
10. Customer service orientation and ability to work in a team
11. Excellent Soft skill Communications skills(Voice & Email) to handle global customers
12. Strong keyboard skills(minimum 30 words per minute)
13. Ability to perform in adverse situations
Technical Skill 1. Troubleshooting skills on desktop and shrink-wrapped applications(MS office Adobe etc)
2. Business application knowledge(L1) for increased FCR
3. Troubleshooting skills on VPN connectivity dial up wireless routers
4. Knowledge on active directory domain controllers etc
5. Exposure to password reset tools
6. Troubleshooting experience using remote control tools like Aptean and Bomgar
7. Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment

Management Skills
1. Skills in written and verbal communication.
2. Skills in managing multi vendor environment and ability to work with various resolver groups in driving the speedy resolution
Mandatory Skills
1. Knowledge/exposure on ticketing tools like Service Now Remedy Siebel Clarify CA helpdesk VNC ControlF1 Dame Ware Net meeting Microsoft Share point etc
2. Clear understanding of ITIL V3 processes and relationship
3. Good communication skills and customer management experience
4. Work experience with clients outside India or in onsite roles.
5. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
6. Willing to work in 24x7 environment
7. Troubleshooting skills on desktop and shrink-wrapped applications(MS office Adobe etc)
8. Troubleshooting skills on VPN connectivity dial up wireless routers
9. Knowledge on active directory domain controllers etc
10. Exposure to password reset tools
11. Troubleshooting experience using remote control tools
12. Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.

3. Shift :24*7

4. Roles & Responsibilities :Roles & Responsibilities
1. Receiving end user calls
2. Provide first level resolutions for EUC and Business Applications
3. Ticket creation/Categorization / Prioritization
4. Ticket escalation to respective Support Group
5. Incident resolution and recovery for IT SD/Account Provisioning/L1 EUC/L1 Apps
6. Ticket update and Closure.
Desired Skills 1. Good communication skills and customer management experience
2. Work experience with clients outside India or in onsite roles.
3. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
4. Willing to work in 24x7 environment
5. Good Analytical & Coordination skills are essential.
6. Basic Customer service skills
7. Basic understanding of Computers and Trouble shooting skills required.
8. Customer service orientation and ability to work in a team
9. Good interpersonal and communication skills
10. Customer service orientation