Service Desk Analyst

hace 5 meses

Zapopan, México Tech Mahindra A tiempo completo

**SERVICE DESK ROLE**
- Knowledge in Microsoft Outlook, AD, Win server, Windows OS, Networking concepts, PC hardware components and its functionalities. Networking Concepts, Basic Troubleshooting and diagnostics
- English communication skills without any MTI (Off-Shore)
- A clear understanding of incident management process

About Job Profile

Opening for: Service Desk Analyst for a Top notch client [Do not reveal the project name].

Key accountabilities
- Ask targeted questions to quickly understand the root of the problem.
- Perform IT installations, configurations and troubleshoot computer hardware and software in accordance with IT Services standards.
- Provide level 1 & 2 remote troubleshooting support.
- Document all reported incidents - identify trends to assist in future problem resolution
- Ensure all issues are properly logged.
- Escalate unresolved cases to relevant support team.
- Refer to Knowledge base resources to provide accurate solutions
- Prioritize and manage several open issues at one time
- Follow up with users to ensure successful closure of reported issues
- Generate, track, and close trouble tickets
- Own the tickets and follow up with respective 2nd in line support, 3rd Party Support, or Business Users to the closure.
- Should possess experience in Outage management and working knowledge on coordination with the relevant resolver groups.

Experience Required
- At least 1-2 years in IT Service Desk/ Tech support / ITES environment desirable or similar profile from an international voice process.

Knowledge & Skills
- Fluent in English, verbal and Nonverbal (IND)
- Verbal and Nonverbal (Austin)
- Excellent telephone skills
- Customer focused
- Ability to multi-task and prioritize workload
- Ability to adapt to continuously changing procedures and environment
- Team player with strong interpersonal skills

Tipo de puesto: Tiempo completo

Salario: Hasta $18,000.00 al mes

Horario:

- Lunes a viernes
- Turno de 8 horas

Prestaciones:

- Seguro de gastos médicos mayores
- Seguro de vida

Educación:

- Bachillerato terminado (Obligatorio)

Experiência:

- Call Center: 1 año (Obligatorio)

Idioma:

- Ingles conversacional (Obligatorio)

Lugar de trabajo: In person

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