IT Service desk Analyst - MNC KPO - Mumbai

RESPONSIBILITIES :-
Providing a first point of contact into company for all supported businesses.
Managing calls within the agreed service levels.
Providing resolution for desktop problems, eg. printer queue resets, workstation rebuilds.
Providing problem diagnosis, using appropriate control tools.
Carrying out Lotus Notes activities, eg modifying mail groups, resetting passwords.
Liaise closely with company and Third Party Support groups to resolve problems
Documenting, logging and managing calls in the Service Management tool to high standards.
Proactively manage Customer expectations through either resolution of or updating on progress of their outstanding problems/orders.
Proactively engage in improvements iniatives through constant review of processes/procedures
Represent the IT Service Desk on any project activity which may impact support services
Send, collate and manage responses to customer satisfaction surveys.
Identifying and escalating problems to Incident Management and to Team Leaders, which could have high impact to Business customers
Coaching less experienced members of the team.
Compliance – To ensure adherence tocompany’s Code of Conduct and, where appropriate, comply with all relevant regulatory policies. This includes completion of any mandatory training requirements.
Carry User Administration activities, eg: setting up new users, amending existing user’s access, datashare access and manage ID Deletion process.
To demonstrate a positive risk, compliance and control culture through the identification, assessment, monitoring and management of risks and issues within the business area, alongside ensuring timely and appropriate resolution of control weaknesses, actions and failures that arise.
Experience of working in a Service Desk or support environment using NT infrastructure is required.