IT ANALYST Jobs in Chennai - FLSmidth

IT ANALYST

FLSmidth

3 to 3+ Years

Not disclosed

Expired

Posted: 08 Jun 20

Job Description For Itsd Engineer

Act as a single point of contact for phone calls, emails and self-service tickets related to IT issues and queries.
Correctly logging incidents and SRs, categorizing and prioritizing them as defined in ITSM tool
Conducting full and thorough diagnostics of the issue to achieve resolution in the first attempt
Ensure reported incidents and service requests are resolved within SLA
Taking ownership of incidents/SR and managing them in a logical and ITIL Process
Basic knowledge on O365 to create Distribution lists and to troubleshoot outlook related issues
Ability to troubleshoot IT related problems in Laptops, Desktops, Printers and Applications
Good knowledge on LAN and WAN concept to troubleshoot issues related to Network, VPN, etc
Follow timely escalation to other internal and external teams as appropriate
Keep end user informed of the progress of incidents/SRs
Interacting with users in a professional, courteous manner over the phone and via email
Identify and escalate repeat issues or service risks to the team leads
Creation of Knowledge articles for the known issues and sharing the knowledge with the team, wherever applicable
Constantly upgrades his technical, process and soft skills to achieve the internal quality scores with CSAT scores and first call resolution

REQUIRED SKILL

Experienced in ITIL based Ticket Management Tool
Team player & Follow upskill
Excellent Communication
Analysis capability
Multitasking
Documentation

Experience And Qualification

Qualification- Graduate with 3-5 years relevant experience in IT Helpdesk, Preferred relevant Technical Qualification