IntouchCX Looking for Senior IT Service Desk Analyst at Hyderabad, Telangana Full Time

IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

About the Job

The Senior IT Service Desk Analyst will perform work that encompasses Service Desk day to day activities along with knowledge management. The bulk of work will be handling more complex unresolved cases, and should be able to identify, capture, and organize information as knowledge assets for knowledge sharing. The ideal candidate will be the single and initial point of contact for all client/customer interactions.

As Senior IT Service Desk Analyst, You Will…

Secondary Point of contact within Service Desk for all user issues and requests reported via calls, chats or emails

Provide support on more complex issues that are not taken care while applying first call resolution (FCR) using Knowledge Base for complex issues

Oversee the queues and Service Desk mailbox to ensure all the calls and emails are addressed

Ensure incidents are updated with work log along with relevant screenshots and approvals

Ensure the incidents and requests are properly categorized and prioritized

Make sure tickets are assigned correctly if unable to resolve within Service Desk

Engage support teams and management as required for critical and high priority tickets

Provide various levels of troubleshooting including password resets, network issues, and application issues

Discuss problems or issues encountered during the shift and proper handover and make suggestions for improvement

Follow up on specific inquiries or requests to ensure client/customer satisfaction

Provide contribution to knowledge base (roll out of new service or product support, updates to a process or troubleshooting procedure)

Create and maintain knowledge management training content including various step-by-step instructions or troubleshooting used by IntouchCX

Document processes and procedures for all services within the scope of Service Desk implementation

Maintain the JIRA Knowledge Management

Responsible for establishing knowledge management processes and procedures and ensure that they are executed properly

Improve existing processes through process gap analysis, reduction of process redundancies, enforcement of risks and controls and proposing automation

Develop reporting mechanisms to measure ongoing performance and bottlenecks

Provide accurately and timely information to users in accessible formats

Assist in training of the Service Desk members

Coordinate the knowledge article feedback to review the comments and assign to the knowledge or process owner to review the article

Recommend improvements to the Knowledge or process owner

Requirements

As Senior IT Service Desk Analyst, You Have…

Must be a full time technical graduate

Must have a minimum of 2+ years of experience in IT service desk operations and technical troubleshooting

ITIL Knowledge or Certification (preferred)

Experience with logical probing, understanding and troubleshooting skills

Experience with Windows OS, AD, User Administration along with other complex issues related to system, network, proxy and VPN

Experience in major incident management

Experience in knowledge management content development (create, edit, validate and manage knowledge articles) or technical writing

Exceptional English written and verbal communication skills

Technical awareness with ability to match resources to technical issues appropriately

Clarity and understanding of process management and process improvement

Excellent collaboration, facilitation and training skills

Ability to follow procedures and resolve issues

Self-motivated and able to work in a fast paced environment ated with ability to who can think and act independently

Strong customer service, critical and analytical skills

Possess relationship-building skills, along with networking and work well with remote stakeholders

Typing speed of a minimum 30 words per minute

Ability to speak Spanish is plus but not required

By signing this application, the applicant consents to IntouchCX collecting, using and retaining hisher personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.