Profile: Service Desk Analyst
Pan India: Remote job
Who will love this job
- A hybrid – you excel when you can choose your work style – remote, in-office, or a combination of both
- An analyzer – you enjoy making sense of data, finding resolutions to make meaningful recommendations
- A thinker – you take advantage of resources and implement ideas in new ways to find solutions
- An empath – you know how to connect and communicate with different audiences worldwide
- A collaborator – you love to work on projects that have functional workflows
What you’ll do
- You will report to Manager Service Desk to contribute toward facilitating the initial call from internal customer inquiries or incidents
- You will responsible for answering questions, creating initial tickets and may perform incident resolution
- You will maintain contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction
- You will gather incident details and records those details in the tracking system – including, incident description and customer information, component of the product or services affected, business impacts, workflow and subsequent severity level
- You will escalate customer incidents when unable to resolve within the service desk
- You will assist internal teams and resources to troubleshoot and identify incident resolution, capture and record initial triage information required by teams to research
You should have
Research shows that candidates from underrepresented backgrounds often don’t apply for roles if they don’t meet all the criteria – unlike majority candidates meeting fewer requirements. Channel the power of YOU and apply to discover if we’re a match.
- Associates bachelors degree or equivalent experience
- 2 years of experience in working with Microsoft products including Windows 7, 8 and 10, Office and Outlook
- Basic understanding of computer PC networking, standard browser troubleshooting
- Experience working in a CRM ticketing system
- Experience troubleshooting mobile phone and smart device issues
- Experience in troubleshooting common desktop applications (e.g. MS Office, Email, etc.)
Perks & Benefits
- Work from Home, in-office, or hybrid
- Paid Vacation, Volunteer, Compassionate, and Holiday Time Off
- Insurance coverage for the family including in-laws, group personal accident and term life insurance policy
- Employee Insurance Top-Up
- Tele consultation
- Sodexo
- Emotional and Mental Well-being Support
- Parental Leave
- Education and Internet reimbursement