IT Service Desk Analyst Job in For a Client of TeamLease Digital at Pune
FEATURED JOBIT Service Desk Analyst
organization.
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.
• Ability to learn and adapt to a rapidly changing environment.
