Sr. Analyst - Service Delivery Posted:13 Jul 2018 Location: Bangalore Qualification: Graduate in any degree Layer : P2B Role Competencies Technology Experience of Microsoft Windows 7 fault resolution. Experience troubleshooting Microsoft Office 2010 suite. Experience in working in a busy IT department. Exceptional interpersonal skills, with a focus on listening, and questioning. Exceptional oral and written communication skills. Knowledge of basic desktop and laptop computer hardware and peripherals. Working knowledge of active directory, MS exchange and MS Lync. Proven experience- resolving incidents quickly by using remote support tools. Knowledge of ITIL Service Management best practices. Desirable: SDI certification (desirable) . ITIL V3 Foundation level (desirable) . Service Desk Experience with good commination skills. Resolve / fulfil incoming Service Desk incidents and requests from internal staff Provide IT support for many technologies (mostly Microsoft) to a wide user base Handling incoming telephone calls, emails and self- service tickets in a customer friendly and professional manner Record all actions, conversations and work undertaken in the IT Service Management Tool (Service Now) Within Service now, use the knowledge base for known errors and work around to aid diagnosis or resolution Active directory Exceptional customer service skills. The ability to empathize and follow through tasks to ensure customer satisfaction. Excellent written and spoken English. Experience at working both independently and in a team- oriented environment. Can react to work priority adjustments and alterations promptly and efficiently. Ability to communicate well with other IT teams when escalating tasks or assisting them to understand the business impact of an incident or an urgent request. Strong interpersonal skills and confident communicating with senior level staff. Must be able to learn, understand, and apply new technologies.