TandA HR Solutions Looking for Senior Service Desk Analyst at Chandigarh, Chandigarh Full Time

Duties/Responsibilities

Certain responsibilities related to Level 1 Service Desk Support are identified briefly below:

247 Level 1 IT Service Desk support

Managing the central mailbox and addressing the user queries

Track the incidents to conclusion in line with SLAs and quality standards.

Helpdesk (Ticket Logging, dispatching & email support)

Liaison & co-ordinate with Level 1 support and escalate the issue to L2 on time

Ultimate responsibility for ownership of all customers incidents or logged service requests

Track the incidents to a conclusion in line with SLAs and quality standards.

Take ownership of high severity Incident, engage and co-ordinate the support groups to ensure

faster resolution.

Sending the daily reports Logged, Resolved, Open tickets [Pending with L2]

Develop and analyze daily, weekly and monthly reports and statistics on Service Desk teams

productivity.

Provide Incident, query and service request management and monitoring (incl. escalation)

Create SOP/Runbook and Maintain internal Service Desk Support/knowledge Base

Nucleus/Jira/Confluence

Report on known outage and service impacts

Excellent knowledge and relevant experience in end-to-end Incident/Problem management

(incl. escalation)

Comprehend the issue, search on Knowledge Management Tool and communicate/narrate

effectively

Use of soft skills Listen, Empathy, Courtesy etc.

Provide quality service & resolve concerns efficiently & professionally

Excellent communication skills

Excellent written communication skills with email etiquettes.

Good problem solving and analytical skills

Excellent customer service skills

Ability to remain calm and courteous in periods of stress, and while facing an irate customer

and managing back-to-back calls

Ability to work in isolation & to drive resolution in line with support requirements.

Willing to learn & adapt to changing environments. Drive for results.

Desired Candidate Profile

Minimum 2-4 years of Incident management experience

Minimum 2-4 years in using helpdesk ticketing system (JIRA, ServiceNow, Remedy etc.)

Good knowledge of ITIL based Incident/Change/Problem management

Analyze Incident trends, and recommend and implement actions, with approval, to reduce

Incidents.

Identify opportunities for service improvements.

High level written and verbal communication skills (English)

The ability to work under pressure in a fast-paced environment

Monitor the effectiveness of incident management process and make recommendations

Education: BE/ B.Tech (Engineering)

Industry: Consulting Services

Skills Required

problem management service management itsm written communication collaboration oracle r

Job Detail

Job Id

JD2524090

Industry

Not mentioned

Total Positions

1

Job Type:
Full Time

Salary:
Not mentioned

Employment Status

Permanent

Job Location

Chandigarh (Punjab),

Education

Not mentioned

Experience

2 to 4 Years