Service Desk Analyst

Tata Consultancy Services; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk Analyst in Bengaluru, India. The ideal candidate will have at least 3 years of experience in Service Desk services, strong fluency in English, and good managerial skills. Responsibilities include acting as the primary contact for support requests, documenting issues, and resolving technical problems. A thorough understanding of IT Infrastructure is essential, along with the ability to create and manage standard operating procedures.

Qualifications

• At least 3 years of experience handling Service Desk services.
• Fluency in English (Reading, Writing, Speaking).
• Good managerial skills.
• ITIL knowledge is a plus.

Responsibilities

• Act as single point of contact for Customer Global Service Desk.
• Manage support requests through email, chat, and telephone.
• Document issue severity and utilize standard procedures to resolve issues.
• Create/update KBA, SOP.
• Resolve technical issues remotely.
• Maintain comprehensive records of both software and hardware issues.

Skills

Customer service skills

English fluency

Managerial skills

IT Infrastructure knowledge

Job description

Required Technical Skill Set

IT Service Desk Operations

Desired Experience Range

4 to 6 Years

Desired Competencies (Technical/Behavioral Competency)

Must-Have

• Atleast 3 years of experience handling Service Desk services.
• Fluency in English (Reading, Writing, Speaking)
• Understand and responds in Business Communications
• Good Managerial Skill
• Understanding and knowledge on IT Infrastructure.
• Work in any shift (24*7)

Good-to-Have

• ITIL Knowledge
• Understanding and knowledge on IT Infrastructure.

Role descriptions / Expectations from the Role

Following are the roles and responsibilities of Service Desk Analyst

• Act as Single point of contact as Customer Global Service Desk
• A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.
• Create / Update KBA, SOP
• Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation
• Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively
• Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware
• respond to requests for technical assistance in person, via phone, chat, web and email
• diagnose and resolve technical hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• follow up with customers and users to ensure complete resolution of issues
• redirect problems to correct resource
• identify and escalates situations requiring urgent attention
• track and route problems and requests and document resolutions
• resolve technical problems with Local Area Networks and Wide Area networks
• prepare activity reports
• inform management of recurring problems
• stay current with system information, changes and updates
• help update training manuals for new and revised software and hardware