IT Service Desk Analyst

Key responsibilities • Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries • Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc. • Ensure that issues are resolved within ticket life cycle • Co-ordination between users and resolver groups (if necessary) • Incident handling and escalation management • Work independently and within a team • Communicate well with internal and external contacts • Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members • Adhere to Tech Mahindra and client’s procedures, policies and guidelines • All KPI related tasks must be followed & adhered to avoid business impact • To ensure that breaks are pre-approved by SME, Team Leader or Manager • Strong problem resolution skills • Escalate unresolved calls to the resolution support team • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner • To maintain a high degree of customer service for all support queries and adhere to all service management principles • Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI Skills/qualifications required • Certifications (Optional) ITIL, MCSE, Software Development/Application support • Level of expertise L1 – L2 On-site Or Remote Support • Excellent communication skills and telephone manner. • Application Support: Prior experience in Application support/Software development, IT Service Desk • IT Awareness: Understanding of SDLC, database technology, OS components would be useful • Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk • ITIL: Knowledge of ITIL processes and procedures would be an added advantage • SAP - Application Support - optional • Should be a self-motivated achiever who gains satisfaction from providing excellent customer service • Excellent in verbal & written communication • Problem solving abilities, strong logical analytics