Service Desk Analyst

Microland
  • Bangalore
  • Confidential
  • 3-6 years
  • Views
  • 17 Dec 2018

  • Software Design & Development

  • Consumer Durables/ Semi Durables
Job Description

Job Title: Service Desk Analyst 

Experience required: 3 years to 6 years
Job Location: Bangalore
Mandatory Criteria:

  • Candidate should be able to provide Call/ Email/ Chat support.
  • Communication skills should be excellent.
  • Candidate should be comfortable to work in 24*7 shift (US/UK shifts).
  • Immediate joiners preferred who can join us in max 15 to 30 days once offered.
Job Description:
  • 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
  • Experience in Active directory and its structure, DHCP, DNS, IIS, ISA
  • Fair knowledge on server services
  • 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. 


Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

About Organisation

Microland