IT Service Desk Analyst

Stefanini North America and APAC; Maharashtra; On-site; INR 420,000 - 640,000; Full time

Job summary

Stefanini North America and APAC is seeking a Service Desk Analyst to deliver 1st level support for internal users in India. You will use the ticketing system, stay logged in to answer calls, and participate in ongoing improvement with ITIL-aligned processes.

The role requires strong customer service skills, analytical problem solving, and clear English communication. On-call weekends and rotating shifts are part of the schedule.

Qualifications

• Strong customer service skills with a passion to exceed customer expectations.
• Good analytical and problem solving skills.
• An understanding of ITIL v3.
• A passion and interest in learning a broad knowledge of hardware and software.
• Demonstrate ability to communicate complex problems clearly to technical and non-technical audiences.

Responsibilities

• Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes.
• Be logged-in and available to answer calls through our global Service Desk call centre solution.
• Actively participate in team meetings and suggest opportunities for continual improvement.
• Support Service Desk KPI/TTI measures.
• Be part of a rotered on call team during weekends, this should have you on-call once a month
• Develop and maintain both technical and customer documentation for standards, processes and procedures.
• Monitor group email inbox and enter into ticketing system.
• Working Hours: 3 shifts on a rotational basis (IST).

Skills

Customer service

Analytical skills

ITIL v3 knowledge

English communication

Stress management

Job description

Details:

Job Description: Experience 3.0+ Years

• Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes.
• Be logged-in and available to answer calls through our global Service Desk call centre solution.
• Actively participate in team meetings and suggest opportunities for continual improvement.
• Support Service Desk KPI/TTI measures.
• Be part of a rotered on call team during weekends, this should have you on-call once a month
• Develop and maintain both technical and customer documentation for standards, processes and procedures.
• Monitor group email inbox and enter into ticketing system.

• Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes.
• Be logged-in and available to answer calls through our global Service Desk call centre solution.
• Actively participate in team meetings and suggest opportunities for continual improvement.
• Support Service Desk KPI/TTI measures.
• Be part of a rotered on call team during weekends, this should have you on-call once a month
• Develop and maintain both technical and customer documentation for standards, processes and procedures.
• Monitor group email inbox and enter into ticketing system.

Working Hours: 3 shifts on a rotational basis

• 06:30 - 14:30 (IST)
• 14:30 - 22:30 (IST)
• 22:30 - 06:30 (IST)

# Immediate start preferred+ Years +

Job Requirements

Details:

Job Requirement:

• Strong customer service skills with a passion to exceed customer expectations.
• Good analytical and problem solving skills.
• An understanding of ITIL v3.
• A passion and interest in learning a broad knowledge of hardware and software.
• Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).
• Strong English written and verbal communication skills.
• Demonstrated ability to communicate complex problems and issues in a concise manner to a variety of technical and non-technical audiences.
• Ability to work under stressful conditions.
• Maintain up-to-date knowledge in the Service Desk sector of IT along with any industry trends or techniques.