Incident Management:
o Receive and log incident reports from internal and external customers.
o Analyze and resolve technical issues promptly and efficiently.
o Escalate incidents as necessary, ensuring timely resolution.
Customer Support:
o Provide excellent customer service, establishing rapport with users and stakeholders.
o Keep customers informed of incident progress and resolution timelines.
o Demonstrate effective communication skills, both written and verbal.
Technical Expertise:
o Utilize hands-on experience with ITSM tools for incident tracking and resolution.
o Manipulate and analyze data to identify trends and patterns.
o Collaborate with technical teams to troubleshoot and resolve complex issues.
Documentation:
o Prepare clear and concise documentation for incident reports and resolutions.
o Create user-friendly guides and knowledge base articles.
Communication and Collaboration:
o Communicate technical concepts in user-friendly language.
o Collaborate with cross-functional teams to address and resolve technical issues.
o Participate in team meetings and contribute to continuous improvement initiatives.
Process Management:
o Follow established processes and procedures for incident resolution.
o Identify opportunities for process improvement and suggest enhancements.
Customer Relationship Management:
o Build and maintain strong customer relationships.
o Proactively identify and address customer needs and concerns.
Organizational Skills:
o Prioritize and manage multiple requests in a fast-paced environment.
o Pay strong attention to detail in all aspects of work.
Flexibility and Shift Work:
o Willingness to work in a flexible schedule, including shifts.
o Ability to adapt to changing work patterns and demands.
Self-Motivation:
o Work independently with minimal supervision.
o Demonstrate a proactive and results-oriented approach.
Total Experience Expected: 04-06 years
· 3-6 years of experience as a Service Desk Analyst
· ITIL V3/V4 certification
· Excellent communication skills (written & verbal)
· Hands-on experience with ITSM tools
· Strong attention to detail
· Excellent Microsoft Office (Outlook, Word, and Excel) and Power BI skills
· Data manipulation and analytical skills
· Ability to work without daily management supervision
· Team player with a positive 'can-do' attitude
· Strong organizational skills and ability to prioritize
· Willingness to work in a flexible work pattern and shifts
· Self-motivated with a commitment to achieving results
Secondary Location:Noida Campus
At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.
All of our positions are open to people with disabilities.
