Service Desk Analyst

Job Overview
We are seeking a skilled and dedicated Service Desk Analyst to join our dynamic IT support team. The ideal candidate will possess a strong background in technical support and customer service, with the ability to troubleshoot software and hardware issues effectively. This role is essential for ensuring that our users receive timely assistance and that IT services run smoothly across the organisation.

Responsibilities

• Respond to requests for technical assistance by following prescribed procedures. • Research reported incidents using available information sources and tools. • Diagnose, triage and resolve hardware, software, applications or basic network-related incidents • Log all contacts and document all the activities and results accurately and completely within the incident management tool. • Assign unresolved tickets to the appropriate support team. • Proactively monitor, follow up and expedite the resolution of assigned and pending tickets. • Identify and escalate tickets requiring urgent attention and action. • Stay current with system information, changes and updates. • Adhere to work schedules, attendance and leave policies. Expected to work in a 24/7 environment on rotational shifts • Comply with CGI and Client’s IS/IT policies, code of conduct and quality standards • Participate in the recruitment process for initial member screening • Excellent speaking and writing skills in English with a neutral accent, correct grammar and syntax • Knowledge of customer service principles and practices, ITIL and ITSM • Knowledge of IT applications, systems and networks • Experience in handling technical support for an international organization • Problem analysis and solving • Learning, adaptability and attention to detail • Ability to type while handling customer contact • Tolerance to stress, performance driven and continuously improving work experience required: 1. Worked as Service Desk / Helpdesk support technician as Level 1 technicians within his/her team, handling calls in for an Internataional / Global client (preferred North American/ European experience)

Job Type: Full-time

Pay: ₹100,000.00 - ₹300,000.00 per year

Education:

• Bachelor's (Preferred)