SERVICE DESK ANALYST

Job Description

Working Hours:

• Daytime shift working hours:

8: 00–17:00,

9: 00–18:00,

10: 00–19:00,

11:00–20:00, including1 hour break
(One of them will be assigned to you, but shift working hours would be changed regularly.)

• Fixed Saturday & Sunday Off, No work during Public Holidays

Responsibilities:

• Handle calls, emails, & Web tickets (daily)
• Address technical queries and fix or log them appropriately accurately
• Escalate queries when required to appropriate personnel
• Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5 TL SDM as appropriate (Outage confirmation)
• Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures
• Ensure Follow up mechanism is in place targeting customer’s issue resolution in an optimized manner enhancing Customer Delight
• Ensure consistent productivity and quality of service
• Meet SLAs and individual KPIs
• Assist **Operation Support System (OSS)**with problem determination & handle any Severity 1 & 2’s appropriately
• Should manifest flexibility to support operational requirements
• Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures
• Shift timing is 9 hours which includes one hour break

**Key Experiences And Skills Required:**1–2 years of overall experience in IT troubleshooting – IT helpdesk or service desk