Service Desk Analyst I
Arrow Electronics
Bangalore, Karnataka, India
2d ago

Job Description :

IT ServiceDesk Analyst

What You’ll Be Doing

  • Provides accurate solutions to user problems to ensure user's productivity.
  • Responds to all calls received by the Help Desk (Phone, Email, Chat, Web) and ensures that each Help Desk call received is logged.
  • Follows escalation processes and refers more difficult and time consuming issues to the next corresponding support group when appropriate.
  • Informs users of any global problems or system outages.
  • Maintains a professional Help Desk image at all times being courteous and helpful.
  • Enhances and develops quality support methods and communication skills through coaching and feedback.
  • Assists in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on customer satisfaction.
  • Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
  • Assists in special product-related issues as needed.
  • First point of contact for providing support for all IT applications and systems to internal end users.
  • Applies knowledge of information systems and services to investigate and identify applications, systems and network problems.
  • Uses tools, techniques and knowledge bases to resolve issue

    What We Are Looking For

  • Has minimum 3 years of experience in a global service delivery team.
  • Has solid knowledge of IT service norms such as customer satisfaction, call closure norms such as response time, resolution time, etc.
  • Has excellent written and verbal communication skills.
  • Has a good understanding of how the IT helpdesk function integrates with other IT functions in accomplishing the desired results in the required areas.
  • Has experience in exercising tact and diplomacy for sensitive situations.
  • Has aptitude to understand Arrow procedures, evaluate appropriate alternatives and make a judgment based on the analysis of factual information.
  • Exposure to an Oracle ERP environment is a plus.
  • Voice support experience in a Global setup is a must
  • Willingness to work in 24*& environment
  • Willing to work in night shifts
  • What’s In It For You

  • Training and professional development
  • Performance coaching
  • Work with fun team in a supportive environment
  • Work at a strong and growing company
  • Community involvement opportunities
  • Lucrative night shift allowances
  • About Arrow

    Arrow Electronics , Inc. (NYSE : ARW), an award-winning Fortune 102 and one of Fortune Magazine’s Most Admired Companies.

    Arrow guides innovation forward for over 180,000 leading technology manufacturers and service providers. With 2020 sales of USD $28.

    67 billion, Arrow develops technology solutions that improve business and daily life. Our broad portfolio that spans the entire technology landscape helps customers create, make and manage forward-thinking products that make the benefits of technology accessible to as many people as possible.

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