Service Desk Analyst - India Based (Remote)

Work Type: Full Time

As a Service Desk Analyst, reporting to the Team Lead/Manager, your primary responsibilities will be to always provide polite and professional support to external customers and clients. You will receive, document, and track all incoming customer/user calls for immediate remedy and closure. You will be accountable for your own personal performance regarding metrics and serve as the single point of contact (SPOC) for incidents, including owning the call through closure. Paid training is provided.

This is 100% Work from home. Apply only if you are from INDIA.

  • Provide timely IT service desk support to contracted clients
  • Good knowledge about Active Directory.
  • Use defined procedures for responding to customer calls
  • Collect information from the caller and document data elements in the designated tool
  • Maintain records of all calls from customers using the designated Service Management tool
  • Provide detailed documentation of all steps involved in resolving customer issues
  • Escalate issues to the appropriate department and personnel
  • Investigate, examine, troubleshoot, and solve hardware and software issues quickly
  • Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
  • Provide support and instruction for client products
  • Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
  • Update knowledge base for all clients
  • Unlock and reset passwords for user accounts
  • Resolve issues for clients using designated remote access tool
  • Ability to have a flexible schedule to assist in responding to emergency support issues and situations
  • Other duties as assigned

  • Arrive in time to be ready to begin work at the start of the scheduled shift
  • Service Now experience
  • A+ or proficient in AD and Office 365
  • Maintain clear and concise communication with both the client and supervisor
  • Report any issues to the immediate supervisor in a timely manner
  • Keep calls to a minimum (if possible) to allow for timely closure and avoid delays
  • Work entire shift without any unjustified interruptions
  • Perform any extra duties that may arise requiring attention
  • Must be flexible with schedule as overtime is sometimes required

       Minimum Qualifications:

  • Associate's or bachelor's degree in computer science, information systems, or similar.
  • At least 1-year of experience in an IT performance analysis and end-user support role.
  • With active directory experience
  • In-depth and current knowledge of computer programs and hardware.
  • Service Now experience
  • A+ or proficient in AD and Office 365

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