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- Act as the initial contact for all IT-related issues and service requests.
- Provide support via phone, email, chat, or ticketing system.
- Log, categorize, and prioritize incidents in the ITSM tool.
- Perform first-level troubleshooting and resolve common issues.
- Escalate unresolved incidents to appropriate support teams.
- Process user requests for access, installations, and configurations.
- Ensure timely fulfillment within agreed SLAs.
- Document architectures, runbooks, and changes; deliver knowledge transfer and support handoffs to operations.
- Track SLA compliance and escalate breaches.
- Generate reports on ticket volumes, trends, and performance metrics.Deliver a positive user experience through professional and empathetic communication.
Location
Hyderabad
Job Function
IT INFRASTRUCTURE SERVICES
Role
Analyst
Job Id
388793
Desired Skills
Service Desk
Desired Candidate Profile
Qualifications : BACHELOR OF ENGINEERING
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