Senior Analyst - Service Desk

  • Bangalore
  • Confidential
  • 3-5 years
  • Views
  • 29 Aug 2018

  • IT/ Information Technology

  • Consumer Durables/ Semi Durables
Job Description

Ownership and fixing all the escalated tickets Queue processing & monitoring, 2nd line and 1st line ITSC E-mail mailbox, Chat & Self Service monitoring Mentoring and helping out L1 team on unusual calls and issues Technical audits and feedback to associates NON FTF analysis and getting the KB build around it Helping out on ad-hoc analysis Driving new initiatives in the program Handling L1 calls as backup skill set as and when required Generating reports for the 2nd line and 1st line team as and when required Training initiatives for the team Root cause analysis for the escalations / tickets ITSCM Should have maintained all the individual stats and for the program Should have very good program and process knowledge Should possess very good management skills Any additional initiates taken can be highlighted and will be an added advantage Excellent Soft Skills, Desktop, Network, Hardware, Remote VPN troubleshooting Installation, troubleshooting and configuration of Windows 7/8/10 Operating Systems Installation, configuration of MS office suit (All Versions) Configuration and tweaking of Desktop Services MS Vulnerability assessment and Implementations Outlook configuration / troubleshooting Exchange / SMTP / POP Citrix client Installation / configuration / troubleshooting 3rd party application configuration and troubleshooting Logical skills to troubleshoot customer / proprietary applications Basic IP addressing and network topology Fair knowledge on Active directory and its structure Fair knowledge on server services DHCP, DNS, IIS, ISA Fair knowledge in Blackberry / RSA / Citrix administrative controls Knowledge of mobile devices and functionality (Blackberry / I-phone / Other phones & PDAs used for corporate E-mail) Configuration and troubleshooting of desktop, network, multi-function printers Configuration and troubleshooting of scanners, copiers and other IT peripherals Configuration and troubleshooting of mobile devices like Blackberry, I-phone, any smart phone which has E-mail management Responsibility & Metrics Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received Prioritizing, Categorization of ticket and taking remote capture to resolve Providing ticket number to user via phone, E-mail Key in the appropriate and timely log notes in the ticket as and when there are findings / updates Updating users on the ticket progress Allocation to desk side support if desk side intervention required Following up of ticket to closure Reduce Turnaround time and increase computing time Checking KB for Known errors Closure of tickets in the CRM tool Escalating to customer / end users as appropriate Escalating to ML operations team Tracking of mails and logging tickets accordingly Responding to mails with updates on the Same business day and providing reports as and when required Logging Incident in other tools if applicable Preparing Incident checklist Updating the customer on ticket progress Generating new articles for Knowledge Base and publishing the same Provide reference of relevant ticket Monitor and record the IT downtime for individual/shift Shift Hand over / take over Adherence to SLAs and all the KPI metrics derived for individual, Role, program Improvements to call response / resolution / TAT Inputs to the customer on Call trend, numbers & category with possible root cause. Desired Candidate Profile: Qualification: Graduate in any Degree .

Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

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