IT Service Desk Analyst, Tier 1
Bengaluru, India
1d ago

Job Purpose :

As the front line of Meltwater IT’s Service Desk, the IT Service Desk Analyst, Tier 1 team members will be responsible for immediate ticket triage, categorization, urgency clarification, and routing.

Onboarding and offboarding duties, asset management and some ticket troubleshooting are also part of this role.

Key Responsibilities :

  • Work in a 24-hour shift pattern (rotating 8-hour shift with a 24x7 team) to provide Tier 1 IT support
  • Triage tickets, initiate troubleshooting and ultimately route them with the appropriate urgency and categorization as required.
  • Responsible for ensuring assigned tasks are completed within Service Level Agreements (SLA)
  • Escalate tickets as and when required in a timely manner
  • Communicate initial ticket expectations to employees.
  • Contribute to the on and off board process for employees and contractors.
  • Manage the Employee Transfer Process internally for our systems
  • Administration of Email and Active Directory
  • Manage shipping and return of available assets from stock
  • Track all work and document records of action performed
  • Document resolutions and update Knowledge bases with approval of Tier 1 manager
  • Participate in all service desk activities with a view to continuously improve service
  • Provide high level customer service to employees
  • Benefits of working at Meltwater

  • Employee equity plan
  • Day off on your birthday
  • Maternity and paternity allowances
  • Wellness allowance
  • Internet allowance
  • Brilliant team dynamic
  • Constant technical and soft skills training and development
  • Open door policy from the management team
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