Service Desk Analyst

A Service Desk Analyst acts as the initial point of contact for technical support, handling inquiries from various channels like phone, email, and chat. They diagnose and resolve IT issues, ranging from basic troubleshooting to escalating complex problems to higher support levels. They also manage and document tickets, maintain knowledge bases, and contribute to process improvements. Key Responsibilities:

• Troubleshooting and Resolution:Diagnose and resolve a range of IT issues, including hardware, software, network, and operating system problems.
• Communication and Customer Service:Communicate effectively with users, providing clear and concise explanations of solutions.
• Ticket Management:Log, track, and manage service desk tickets, ensuring accurate documentation and prioritization.
• Knowledge Base:Contribute to and maintain knowledge bases, documenting solutions to recurring issues.
• Escalation:Identify and escalate complex issues to appropriate support levels.
• Process Improvement:Identify opportunities for process improvement and contribute to implementing changes.

Example Scenario:A user reports that their computer is not connecting to the company network. The Service Desk Analyst would:

Job Types: Full-time, Permanent, Fresher

Pay: ₹18,500.00 - ₹58,500.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person