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Service Desk Analyst
hace 2 meses
Job Summary
We are seeking a highly skilled and experienced Service Desk Analyst to join our team at Tech Mahindra. As a Service Desk Analyst, you will be responsible for providing top-notch technical support to our clients, resolving their IT-related issues in a timely and efficient manner.
Key Responsibilities
- 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.
Requirements
- At least 1-2 years in IT Service Desk/ Tech support / ITES environment desirable or similar profile from an international voice process.
- Fluent in English, verbal and Nonverbal (IND)
- 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
Working Conditions
- Full-time position
- Salary: Up to $18,000.00 per month
- Working hours: Monday to Friday, 8 hours a day
- Benefits: Medical insurance, Life insurance
- Education: High school diploma (required)
- Experience: Call Center: 1 year (required)
- Language: Conversational English (required)
- Work location: In-person
