It Service Desk Analyst

Tekskills Inc.; Kolkata District; Sur place; INR 300 000 - 520 000; Plein temps

Résumé du poste

Tekskills Inc. in India is seeking an IT Service Management professional to act as the first point of contact for IT issues and service requests. You will log, categorize, prioritize tickets in the ITSM tool and ensure timely resolution or escalation.

You will provide Level 1 troubleshooting across hardware, software, network, and applications, guide users through problem-solving steps, document solutions, and contribute to knowledge base improvements and SLA reporting.

Qualifications

• Must have IT service management experience or familiarity with ITSM processes.
• Experience handling incident requests and prioritizing tickets efficiently.
• Strong communication and documentation skills.

Responsabilités

• Act as the first point of contact for IT issues and service requests.
• Log, categorize, and prioritize tickets in the ITSM tool to ensure timely resolution.
• Provide Level 1 troubleshooting for hardware, software, network, and applications.
• Guide users through problem-solving steps and document solutions.
• Update knowledge base articles and contribute to continuous improvement.

Connaissances

Incident management

Technical support

Communication

Knowledge management

Compliance reporting

Description du poste

Essential Skills:

• Incident Request Management Act as the first point of contact for IT-related issues and service requests. Log| categorize| and prioritize tickets in the ITSM tool| ensuring timely resolution or escalation.
• Technical Support Provide Level 1 troubleshooting for hardware| software| network| and application issues. Guide users through problem-solving steps and document solutions.
• Communication Customer Service Maintain clear| professional communication with end-users. Ensure high customer satisfaction by providing prompt and courteous support.
• Knowledge Management Update and maintain knowledge base articles for common issues and resolutions. Share best practices and contribute to continuous improvement initiatives.
• Compliance Reporting Adhere to IT policies| security standards| and SLA requirements. Generate reports on ticket status| trends| and performance metrics.

Desirable Skills:

• Keyword:
• Skills: IT Service Management Consulting Incident Management
• Experience Required: 4-6