247 Intouch Looking for Senior IT Service Desk Analyst at Hyderabad, Telangana

247 Intouch; Hyderabad; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

An established industry player is seeking a Senior IT Service Desk Analyst to enhance their customer care solutions. In this pivotal role, you will manage complex user issues, oversee Service Desk operations, and contribute to knowledge management initiatives. Your expertise in IT service desk operations and technical troubleshooting will be essential in providing exceptional support and ensuring client satisfaction. This dynamic position offers the opportunity to work in a fast-paced environment, where your contributions will directly impact the efficiency and effectiveness of service delivery. If you thrive in a collaborative atmosphere and are passionate about technology, this role is perfect for you.

Qualifications

• Full-time technical graduate with 2+ years in IT service desk operations.
• Exceptional troubleshooting skills and ITIL knowledge preferred.

Responsibilities

• Handle complex user issues and manage Service Desk operations.
• Maintain knowledge management processes and contribute to updates.
• Train Service Desk members and ensure client satisfaction.

Skills

ITIL Knowledge or Certification

Technical Troubleshooting

Windows OS

Active Directory (AD)

User Administration

Incident Management

Knowledge Management Content Development

English Communication Skills

Process Management

Customer Service Skills

Education

Technical Graduate

Tools

JIRA

Job description

About 24-7 Intouch

24-7 Intouch 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…

1. Be a secondary point of contact within Service Desk for all user issues and requests reported via calls, chats, or emails.
2. Provide support on more complex issues that are not resolved while applying first call resolution (FCR) using the Knowledge Base.
3. Oversee the queues and Service Desk mailbox to ensure all calls and emails are addressed.
4. Ensure incidents are updated with work logs along with relevant screenshots and approvals.
5. Ensure incidents and requests are properly categorized and prioritized.
6. Make sure tickets are assigned correctly if unable to resolve within Service Desk.
7. Engage support teams and management as required for critical and high-priority tickets.
8. Provide various levels of troubleshooting including password resets, network issues, and application issues.
9. Discuss problems or issues encountered during the shift and provide proper handover, making suggestions for improvement.
10. Follow up on specific inquiries or requests to ensure client/customer satisfaction.
11. Contribute to knowledge base updates for new service or product support, updates to processes, or troubleshooting procedures.
12. Create and maintain knowledge management training content including various step-by-step instructions or troubleshooting used by 24-7 Intouch.
13. Document processes and procedures for all services within the scope of Service Desk implementation.
14. Maintain the JIRA Knowledge Management.
15. Establish and execute knowledge management processes and procedures properly.
16. Improve existing processes through process gap analysis, reduction of redundancies, enforcement of risks and controls, and proposing automation.
17. Develop reporting mechanisms to measure ongoing performance and bottlenecks.
18. Provide accurate and timely information to users in accessible formats.
19. Assist in training Service Desk members.
20. Coordinate knowledge article feedback to review comments and assign to the knowledge or process owner for review.
21. Recommend improvements to the Knowledge or process owner.

Requirements

As Senior IT Service Desk Analyst, You Have…

1. Must be a full-time technical graduate.
2. Must have a minimum of 2+ years of experience in IT service desk operations and technical troubleshooting.
3. ITIL Knowledge or Certification (preferred).
4. Experience with logical probing, understanding, and troubleshooting skills.
5. Experience with Windows OS, AD, User Administration along with other complex issues related to system, network, proxy, and VPN.
6. Experience in major incident management.
7. Experience in knowledge management content development (create, edit, validate, and manage knowledge articles) or technical writing.
8. Exceptional English written and verbal communication skills.
9. Technical awareness with the ability to match resources to technical issues appropriately.
10. Clarity and understanding of process management and process improvement.
11. Excellent collaboration, facilitation, and training skills.
12. Ability to follow procedures and resolve issues.
13. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently.
14. Strong customer service, critical, and analytical skills.
15. Possess relationship-building skills, along with networking and the ability to work well with remote stakeholders.
16. Typing speed of a minimum of 30 words per minute.
17. Ability to speak Spanish is a plus but not required.