Service Desk Analyst
Division: EF Education First Global IT
Location: Bangalore, India
The Role Working as part of the EF IT Support team in Bangalore, this position will be responsible for providing remote desktop support to EF users worldwide.
➔ Ensure that the tickets are handled as per the Standard Operating Procedures.
➔ Act as a single point of contact for tickets from staff regarding IT issues and queries.
➔ Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
➔ To maintain a high degree of customer service for all issues & requests.
➔ Handling & troubleshooting PC/Laptop issues by contacting the customer through call or chat and by taking a remote access whenever required.
➔ Responsible for assisting users with the issues faced related to Operating system installation, desktop, email, network, printers etc
➔ Escalating critical issues to L2 and other senior members of the support team.
➔ Solving first-level server, network, and application problems.
➔ Responding to server and network alerts and first level of troubleshooting.
➔ Compliance to EF policies and procedures.
➔ Providing Technical Support as per ITIL Standards.
➔ 0 – 6 months’ experience in Installing/Configuring computer hardware operating Systems/Applications / Active Directory/O365/ Azure.
➔ Knowledge in any Ticketing Tools.
➔ Experience in customer facing role either remote or face to face.
➔ Problem solving skills.
➔ Knowledgeable in call routing and case management processes as well as case logging systems.
➔ Understands internal processes and tools.
➔ Should have basic knowledge on Windows 10/Networking.
➔ Excellent fluency in language to be supported.
➔ Flexible to work in rotational shifts.
Job Type: Full-time
Salary: ₹250,000.00 – ₹280,000.00 per year
Ability to commute/relocate:
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