Service Desk Analyst Jobs in Pune - Acoustic
Service Desk Analyst
Acoustic
Expired
Posted: 05 Jul 21
Job Description
Overview
The Service Desk Analyst role participates in IT Service Desk operations on a designated shift / work schedule to provide technical support to global end users. This includes the responsibility of managing all procedures related to the identification, prioritization, troubleshooting and resolution of IT Incidents and Service Requests. The Service Desk Analyst will also contribute to problem resolution by providing technical support to end users at the levels of the organization from end point technologies to infrastructure and enterprise application support.
This position will work the morning shift (U.S. hours).
Responsibilities
The Service Desk Analyst role participates in IT Service Desk operations on a designated shift / work schedule to provide technical support to global end users. This includes the responsibility of managing all procedures related to the identification, prioritization, troubleshooting and resolution of IT Incidents and Service Requests. The Service Desk Analyst will also contribute to problem resolution by providing technical support to end users at the levels of the organization from end point technologies to infrastructure and enterprise application support.
This position will work the morning shift (U.S. hours).
Responsibilities
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware utilizing JIRA as the system of record.
- Respond to queries, incidents, and service requests through many communication channels addressing the needs of users seeking help.
- Ask questions to determine nature of problem, identify urgency and business impact of incidents utilizing priority matrixes and other tools.
- Drive critical incident management process for engaging resolver groups.
- Walk customer through problem-solving process.
- Install, modify, and repair computer hardware and software.
- Run diagnostic programs to resolve problems.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Track and analyze trends in Service Desk requests and generate statistical reports
- Document knowledgebase articles documenting common errors and fixes.
- Provisioning and Deprovisioning of access for onboarding and offboarding employees
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
- Routinely assess current environment against technology trends, making recommendations as appropriate
- Follow up with customers to ensure issue has been resolved.
- Run reports to determine malfunctions that continue to occur.
- Maintain all IT internal process documents as per ISO & QMS standards. If any process changes are observed, need to be document once approved.
- Generate and Audit daily shift handover reports
- 2+ years of IT experience supporting Windows and Mac platforms
- Experience supporting an organization of at least 500+ employees is preferred
- Experience working in a team-oriented, collaborative environment
- Working knowledge of JIRA or other IT ticketing system preferred
- Working knowledge of SLACK and Confluence
- Positive attitude, excellent work ethic, strong customer service and exceptionally strong troubleshooting skills
- Exceptional English written and verbal communication skills
- Strong technical knowledge of workstation applications like MS Office, Office 365, One Drive, Microsoft Teams, etc.
- Demonstrated relationship management and performance management skills
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Ability to troubleshoot complex, transaction-based cloud applications
- Must have a working knowledge of fundamental IT concepts (e.g. application configuration, user management, role based provisioning Saas and cloud applications)
- Completes technical service request support, provisioning and deprovisioning of application accounts and provides enterprise application technical support and troubleshooting for applications
- Must be willing to work different shifts as this is a 24X7, 365 days operation
- Bachelorâs Degree in Computer Science
- ITIL Certifications, a plus
Job Particulars
Role it software engineer
Education Any Graduate, Other Course
Who can apply Freshers and Experienced (0 to 3 Years )
Hiring Process Face to Face Interview
Employment Type0
Job Id1245156
Job Category IT/Software
Locality Address
State Maharashtra
Country India
About Company
Acoustic
Acoustic
About Acoustic
Acoustic is an independent marketing cloud with the open platform needed for success in a dynamic world. Weâre reimagining marketing technology by lessening the burdens of repetitive tasks and equipping marketers with powerful technology that is simple and easy to use. We give marketers more time to do what really mattersâto think bigger and put themselves back into the work. We help marketers aim higher, bringing humanity back into marketing. Acoustic serves an international client base of more than 3,500 brands, including Fortune 500 companies, providing digital marketing, marketing analytics, content management, personalization, mobile marketing, and marketing automation solutions. For more information,
Acoustic is proud to be an equal opportunity employer. We value diversity and are committed to providing an inclusive environment for everyone. All employment is decided on the basis of qualifications, merit, and business need.
Acoustic is an independent marketing cloud with the open platform needed for success in a dynamic world. Weâre reimagining marketing technology by lessening the burdens of repetitive tasks and equipping marketers with powerful technology that is simple and easy to use. We give marketers more time to do what really mattersâto think bigger and put themselves back into the work. We help marketers aim higher, bringing humanity back into marketing. Acoustic serves an international client base of more than 3,500 brands, including Fortune 500 companies, providing digital marketing, marketing analytics, content management, personalization, mobile marketing, and marketing automation solutions. For more information,
Acoustic is proud to be an equal opportunity employer. We value diversity and are committed to providing an inclusive environment for everyone. All employment is decided on the basis of qualifications, merit, and business need.
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