Service Desk Analyst

Teamware Solutions
  • Pune
  • 2-4 lakh
  • 1-4 years
  • Views
  • 12 Jul 2017

  • Operations

  • IT/ Technology - Software/ Services
Job Description

Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Record events and problems and their resolution in logs/ tickets
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Continuously look for opportunities to resolve tickets at a lower support level.
Proven experience as a service desk analyst or other technical support role
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices, basic networking, hardware device management and monitoring systems
Ability to diagnose and resolve basic technical issues
Proficiency in English, Excellent communication skills
Customer-oriented and cool-tempered
Knowledge of Retail Store operations and familiarity with applications like POS, AX, CRM is desired.

Job Posted By

Syed Moin
Talent Acquisition

About Organisation

Teamware Solutions