REVA HR CONSULTANCY PVT. LTD jobs - L1 Technical Service desk Analyst

* Only Immediate joiners - 15 Days notice need apply

Level 1 Service Desk Analyst 

Position Overview

As a Service Desk Analyst, you will provide Level 1 support to clients. This role will provide customer-friendly assistance to clients experiencing difficulty using IT products. The Service Desk Analyst will troubleshoot, diagnose and resolve Level 1 incidents received, and escalate issues as necessary.

Key Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Service Desk Analyst is primarily responsible for:

• Perform customer support to client via telephone, chat, email support or tickets.
• Provide Level 1 triage and resolutions such as password resets and account unlock for reported incidents and requests.
• Provide connectivity support for home users which includes network routers, broadband, cabling, Citrix, Virtual Technologies, and VPN
• Perform customer call backs as required
• Providing Apple, Windows, Chromebook device support over the phone.
• Providing smartphone assistance for in home connectivity.
• Assist users with set up of home equipment and provide troubleshooting assistance if needed.
• Assisting with troubleshooting issues using remote management software.
• Using specific tools to diagnose issues, make recommendations for resolution.
• Using problem-solving and people skills to ensure swift resolutions to technical issues.
• Testing, troubleshooting, and diagnosing computer error messages and failures.
• Escalate issues to next level support if needed
• Learn and become knowledgeable of customer products and services
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
• Effectively manage length of calls, handle time, and after call work.
• Provide a high first call resolution rate
• Promote teamwork and contact center success
• Providing 5-star customer service.

We are seeking candidates with the following experience and skills

EDUCATION:

• Associates Degree or equivalent experience in a similar service desk role.

PREFERRED QUALIFICATIONS:

• Experience working on a helpdesk/service desk handling tickets
• Experience troubleshooting Desktop hardware and associated peripherals.
• Proficiency in navigating accounts
• Ability to resolve more complex support ticket requests
• Ability to provide support to new team members
• Effectively manage length of calls, handle time, and after call work.
• Promote teamwork and contact center success.
• Working knowledge of Apple, Windows, Chromebook hardware and software.
• Working knowledge of Windows 7, 10, Microsoft Office 365
• Experience with ServiceNow Ticketing System
• Experience or certification with ITIL
• Experience working in a fast-paced service desk
• Strong ability to troubleshoot issues.
• Strong communication skills.
• Ability to multitask well