Smartek21.com Looking for Service Desk Analyst at Pune, Maharashtra

Smartek21.com; Pune City; On-site; INR 3,00,000 - 5,00,000; Full time

Job summary

Join a forward-thinking company that specializes in IT services and solutions. In this role, you will leverage your customer service skills and technical troubleshooting abilities to provide exceptional support to users. Your expertise in Service Now and ITSM systems will be crucial in diagnosing issues and ensuring effective communication with internal and external customers. This position offers a unique opportunity to contribute to process improvements while working in a collaborative environment. If you are passionate about technology and eager to make a difference, this role is perfect for you.

Qualifications

• Experience in L1 and L2 call center operations is required.
• Proficiency in English and customer service communication is essential.

Responsibilities

• Provide first call solutions and support problem identification.
• Perform remote technical troubleshooting and document issues.

Skills

Customer service skills

Technical troubleshooting

Problem identification

English language skills

Service Now

Education

0-2 years of Service Management experience

Tools

Service Now

ITSM systems

Job description

Company Description

SmarTek21 was founded in 2006 as an IT services company focused on Microsoft technologies that rapidly widened to provide high-end consulting and development services in multiple technology areas and platforms. Our services areas focus on product architecting and development, digital transformation and data/apps integration, cloud enablement/migration, and AI-based conversation and transaction platform. For our Products, SmarTek21’s flagship enterprise Conversational AI and Cloud-based Data Management solutions help transform the relationship between an organization and its data.

Job Description

Responsibilities:

1. Excellent spoken & written English language skills
2. Customer service skills ability to communicate effectively with internal & external customers
3. Ability to identify and diagnose issues and problems
4. Categorize and record reported queries and provide First call solutions
5. Support Problem identifications
6. Advise users on an appropriate course of action
7. Perform remote technical troubleshooting and offer solutions
8. Direct unresolved issues to the next level of support, by logging the issue in Service Now
9. Contributes to the creation of support documentation

Qualifications:

1. 0-2 years+ Service Management experience in L1 and L2 call center operations
2. Experience with Service Now and other ITSM systems
3. Ability to look for ways to improve the existing process and service

Additional Information

SmarTek21 is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, State, or local protected class. All your information will be kept confidential according to EEO guidelines.