Service Desk Analyst

Job description

• 1 to 2 years in Service Desk
• Support users in a professional and courteous manner
• Ensure adherence and Supplier process/policies
• Own the user issue to resolution
• Log Incident/Request Tickets with complete information
• Respond to all incidents and service requests
• Coordinate with IT Proximity team for update on tasks assigned
• Perform daily/weekly/monthly scheduled reporting tasks
• Create a SOP whenever troubleshooting a new issue and keep team informed on the issue and resolution
• Update SOP on regular basis of new issues and resolutions
• Update the knowledge base
• Perform warm shift handover with engineers along with the shift SPOC

Check schedule for maintenances and consult with the SPOC

Skills

• Effective Business Communication
• Communication in neutral accent over phone
• Operating the computer, OS and Knowledge base navigation
• Use of Ticketing tool
• Account Management / Password reset
• Active listening and probing skills
• Level 1 and 1.5 technical troubleshooting
• Analytical skills

Remote desktop skills