1. Scope of positionThe IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
2. Key responsibilities- Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries
- Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
- Ensure that issues are resolved within ticket life cycle
- Co-ordination between users and resolver groups (if necessary)
- Incident handling and escalation management
- Work independently and within a team
- Communicate well with internal and external contacts
- Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
- Adhere to Tech Mahindra and client’s procedures, policies and guidelines
- All KPI related tasks must be followed & adhered to avoid business impact
- To ensure that breaks are pre-approved by SME, Team Leader or Manager
- Strong problem resolution skills
- Escalate unresolved calls to the resolution support team
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI