IT service desk analyst Jobs Opening in For a Client of TeamLease Digital at Pune
FEATURED JOBIT service desk analyst
Job Description
Responsibilities will include:
Receive, log, and manage calls from internal staff via telephone, email, chat, and web submissions regarding IT issues and questions
Resolve as many calls as possible and adhere to standard KPIs
Perform password resets and account unlocks on Active Directory user accounts.
Gather and record all relevant issue details to submit for second level support when needed.
1st and 2nd line support - Troubleshoot IT related problems relating to business applications, in-house software and hardware.
Troubleshoot basic network connectivity, VPN and application access issues.
Take ownership of user problems and follow-up on open tickets on behalf of the user.
Drive resolution and communicate progress in a timely manner.
Maintain highest levels of integrity, customer service and professionalism.
Resolve issues with MS Office applications used within Ocwen (Outlook, Word, Excel, PowerPoint, SharePoint, Teams).
Eligibility Criteria:
• Minimum qualification: HSC. Bachelor’s degree is preferred
• At least 2 years’ experience in an international voice-based Service Desk.
• Exceptional written and verbal English communication skills, fluency in speech.
• Pleasant personality and good team player
• Basic knowledge of ITIL processes, incident management and Service Desk metrics
• Proficient in technical troubleshooting (PC Hardware and Software issues, Microsoft Windows 11, MS Office365, antivirus, Edge/Chrome browser, printer issues etc.)
• Familiar with networking concepts and working experience on Active Directory
• Strong multi-tasking ability
• Excellent listening skills, including the ability to ask the right questions.
Willingness to work in a 24x7 environment in rotational shifts.
