Service Desk Representative Analyst II

Allstate India Private Limited; Pune District; On-site; INR 350,000 - 520,000; Full time

Job summary

Allstate India Private Limited is seeking a Service Desk Representative Analyst II to join the IT support team in Pune. You will handle user issues, troubleshoot hardware and software, and document resolutions for the knowledge base.

This role requires clear communication with users and IT staff. You will collaborate with IT groups on improvements, mentor junior analysts, monitor system performance, and ensure IT standards are followed through audits and well-managed ticket escalations.

Qualifications

• Bachelors degree in IT or related field preferred.
• 0-2 years experience preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Collaborate with IT teams to implement system improvements and participate in the deployment of new applications and services.
• Train and mentor less experienced service desk analysts, sharing expertise and promoting a culture of continuous learning and improvement.
• Provide technical support for both hardware and software issues encountered by users.
• Develop and maintain detailed documentation of common issues and resolutions to enhance the knowledge base.
• Analyze and resolve technical problems, including network, hardware, and software issues.
• Monitor system performance and contribute to system audits to ensure compliance with IT standards and policies.
• Manage ticket escalation by prioritizing and routing complex issues to appropriate IT personnel.

Skills

IT systems

Troubleshooting

Customer support

Education

Bachelors degree

Job description

Job Summary

The Service Desk Representative Analyst II is a member of the IT support team, responsible for handling technical issues and providing support to users across the organization. This role requires an understanding of IT systems, problem-solving skills, and the ability to communicate effectively with users and IT personnel.

Key Responsibilities

• Collaborate with IT teams to implement system improvements and participate in the deployment of new applications and services.
• Train and mentor less experienced service desk analysts, sharing expertise and promoting a culture of continuous learning and improvement.
• Provide technical support for both hardware and software issues encountered by users.
• Develop and maintain detailed documentation of common issues and resolutions to enhance the knowledge base.
• Analyze and resolve technical problems, including network, hardware, and software issues.
• Monitor system performance and contribute to system audits to ensure compliance with IT standards and policies.
• Manage ticket escalation by prioritizing and routing complex issues to appropriate IT personnel.

Education

4 year Bachelors Degree (Preferred)

Experience

0-2 years experience (Preferred)

Supervisory Responsibilities

This job does not have supervisory duties.

Primary Skills

Information Technology (IT) Systems