Job Description

Job Description & Requirements: 

• Excellent Verbal and written communication skills.
• Graduation is mandatory, preferably with a background in BE / B.Tech, BCA, MCA (Computer Science or related fields).
• Year of graduation: 2024, 2025, or 2026 (candidate should possess the provisional certificate).
• Base location is Bangalore; candidates should be willing to relocate if applicable.
• Hybrid working model: 3 days at the office after training and stable operations.
• Training will be provided for 2 months on required skill sets by the business.
• 24/7 shift timings; deployment will be scheduled accordingly.
• Candidates should be open to night shifts as well.

 

Our Department:

Our Global Service desk provides IT Support to the employees/customers satisfying

We are 24X7 IT Global Service Desk Support for Incident and Request management their IT needs and with Guaranteed Service Levels and increased responsiveness.

 

Your role:

As a Service Desk Analyst, you will be on the front line of the support architecture. IT Global Service Desk is responsible for capturing specific user problems, recording

them and either resolving them through a set of fixed prescribed solutions or escalating as required.

 

Who you are:

Education Level and Languages Required

Primary Skills: Strong Communication Skills – Written and Verbal - Microsoft standard desktop applications including Word, Excel, PowerPoint and Outlook, Basic Knowedlge on New age technia like AI,ML etc, Knowledge in windows Server mgmt, Active Directory, Power Shell, Power Apps, SAP Etc 

Professional Skills, Qualifications and Experience

Domain expertise: Knowledge on Windows Platform

Qualification: Graduate degree (Science/Computer background), Proficiency in English (Verbal, Written)

 

Requirement: Fresher or 1 year of experience Preferably 2024, 2025 Graduated. BSC, BCA, MCA, BE/B Tech (CSE, IS, ECE, Telcom) Aggregate: >7 CGPA or 70 %

 

Job Description:

? Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received.

? Register, Prioritizing and Categorization of ticket and taking remote capture to resolve.

? Providing ticket number to user via Phone,Chat & Web Tickets.

? Key in the appropriate and timely log notes in the ticket as and when there are findings / updates.

? Updating users on the ticket progress.

? Allocation to desk side support if intervention required.

? Following up of ticket to closure.

? Reduce Turnaround time and increase computing time.

? Checking KB for Known errors.

? Closure of tickets in the SNOW(IT4YOU) tool.

? Escalating to customer / end users as appropriate.

? Escalating to next level support.

? Tracking of mails and logging tickets accordingly.

? Responding to mails with updates on the same business day.

? Providing reports as and when required.

? Logging Incident in other tools if applicable.

? Preparing Incident checklist.

? Updating the customer on ticket progress.

? Generating new articles for Knowledge Base and publishing the same.

? Provide reference of relevant ticket.

? Monitor and record the IT downtime for individual / shift.

? Shift Hand over / take over.

? Adherence to SLA's and all the KPI metrics derived for individual, Role, program.

? Improvements to call response / resolution “TAT."