Service Desk Analyst

TransPerfect; Chennai; On-site; INR 300,000 - 600,000; Full time

Job summary

A leading company in the translation and IT services industry seeks a Service Desk Analyst to provide technical support and assistance through an online Service Desk. The analyst will engage with customers on various IT product inquiries and deliver effective solutions in a professional manner, necessitating strong customer service and analytical skills. This entry-level position is ideal for candidates aspiring to grow in a technology-driven environment.

Qualifications

• Bachelor’s degree or HSC, Diploma with equivalent relevant experience.
• One year of phone, email, or chat support experience in IT Service Desk or related fields.
• Experience in the Pharma industry is a plus.

Responsibilities

• Deliver exceptional service and support to end-users via online Service Desk.
• Gather detailed information around service requests and process them.
• Identify and escalate priority issues appropriately.

Skills

Customer service principles

Clear communication

Multi-tasking

Reasoning and analytical skills

Web applications knowledge

Troubleshooting skills

Grammar proficiency

Education

Bachelor’s degree or equivalent relevant experience

Job description

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from TransPerfect

Recruiter with a Passion for Connecting Talent & Opportunity | Recruitment Coordinator @ TransPerfect | MBA in HR Management

OVERVIEW

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

DESCRIPTION

• Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
• Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.
• Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues to appropriate teams and resources, as applicable.
• Accurately process and record the communication on the Service Desk ticket.
• Where appropriate, offer alternative solutions to retain customers’ and clients’ business.
• Organize thoughts and communicate verbal messages appropriate to listeners and situations.
• Follow up timely and make callbacks as scheduled, where necessary.
• Stay current with system information, changes, and updates.
• Progress team members’ tickets during their absence or when progress is requested.
• Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.
• Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.

REQUIRED SKILLS

• Knowledge of customer service principles and practices.
• Ability to speak and write clearly and accurately.
• Multi-tasking capabilities.
• Strong reasoning and analytical skills.
• Knowledge of computer fundamentals, web applications, and troubleshooting skills.
• Willingness to co-operate with others and work for the greater good.
• Demonstrated proficiency in grammar and typing skills.

REQUIRED EXPERIENCE AND QUALIFICATION

• Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.

DESIRED SKILLS AND EXPERIENCE

• An year of Phone or Email or Chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience
• Work experience in the Pharma industry is a plus

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology, Customer Service, and Analyst

• Industries

  Translation and Localization, IT Services and IT Consulting, and Software Development

Referrals increase your chances of interviewing at TransPerfect by 2x

Sign in to set job alerts for “Service Desk Analyst” roles.

IT Support Analyst - Mac (Monday - Friday 10:30 AM IST to 7:30 PM IST )

International Specialist - Technical support

Thiruporur, Tamil Nadu, India 3 weeks ago

Dynamics NAV/ Business Central Support Consultant

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.