L1 & L2 Service Desk Analyst - Technical Support
Reva HR Consultancy Pvt. Ltd.
Delhi, IN
17h ago
source : hirist.com

Positions are 5 days working with rotational shift timings &amp rotational work off.br >br >Position Overviewbr >br >As a Service Desk Analyst, you will provide Level 1 support to clients.

This role will provide customerfriendly assistance to clients experiencing difficulty using IT products. The Service Desk Analyst will troubleshoot, diagnose and resolve Level 1 incidents received, and escalate issues as necessary.

br >br >Key Responsibilitiesbr >br > The requirements listed below are representative of the knowledge, skill, andor ability required.

br >br > Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

br >br >The Service Desk Analyst is primarily responsible forbr >br > Providing Apple &amp Windows Laptop and Desktop support over the phone.

br >br > Providing active directory administration as neededbr >br > Providing iOS device support (iPhones, iPads, etc) over the phone.

br >br > Assisting customers in setting up Apple Devices over the phone.br >br > Assisting with troubleshooting issues using remote management software.

br >br > Using specific tools to diagnose issues, make recommendations for resolution.br >br > Using problemsolving and people skills to ensure swift resolutions to technical issues.

br >br > Testing, troubleshooting, and diagnosing computer error messages and failures.br >br > Answering support requests via phone, email or through tickets.

br >br > Providing 1 st level triage support for reported incidents and requests.br >br > Learn and become knowledgeable of customer products and servicesbr >br > Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situationbr >br > Effectively manage length of callshandle timebr >br > Promote teamwork and contact center successbr >br > Providing 5star customer service.

br >br >We are seeking candidates with the following experience and skillsbr >br >EDUCATIONbr >br > Associates Degree or 2 years experience in a similar service desk role.

br >br >PREFERRED QUALIFICATIONSbr >br > Hardware Working knowledge of Apple iMac, Macbook, Mac Mini and Windows hardwarebr >br > Software Working knowledge of Mac OSX and Windows 7, 10, Microsoft Office 20102016br >br > Working knowledge of Microsoft Office 365 and Active Directorybr >br > Experience with ServiceNow Ticketing Systembr >br > Proficiency in navigating accounts with multiple skill set requirementsbr >br > Experience or certification with ITILbr >br > Experience working in a fastpaced service deskbr >br > Strong ability to troubleshoot issues.

br >br > Strong communication skills.br >br > Ability to multitask well

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