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

L1 Technical Service Desk Analyst

REVA HR CONSULTANCY PVT. LTD
experience 0 to 3 Years
salary Salary not disclosed
qualification
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Posted: 1 Month ago
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Job Description

* 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

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Job Particulars

Job TypeApprenticeship
Hiring Process Face to Face Interview

About Company

REVA HR CONSULTANCY PVT. LTD
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