GSD Analyst

GSD Analyst

This role is of IT GSD

· · Service desk to be single point of contact for all IT tickets

· · Global support contact for IT services and application first level support

· · Handle IT Helpdesk phone calls

· · Create incidents \SR and provide first level resolution on desktop hardware, software and applications

· · Provide Live Chat support

· · First level triage and resolution off incidence has per knowledge repositories or soaps available in addition to baseline troubleshooting skills of level one agent

· · Resource requires basic application troubleshooting skills that are agnostics to application [application base access troubleshooting)

· · Create knowledge base articles has required to enhance ability on the team

· · Escalation of Incidents to higher support tiers as needed per OLA/SLA.

· · Coordinate with level 2(desk side, applications and infra support teams)

· · Communicate with multicultural and global user base over phone, email and chat in English language.

· · Maintain compliance with Verint operational ,ITSM and security procedures

· · Leverage Verint provided ITSM tools ( Service Now)

· · Participate in weekly staff meetings and training sessions as needed

· · Participate in shift transition efforts to ensure seamless handling of support activities

Requirements