Service Desk Analyst jobs in Pune at Acoustic

Overview

The Service Desk Analyst role participates in IT Service Desk operations on a designated shift / work schedule to provide technical support to global end users. This includes the responsibility of managing all procedures related to the identification, prioritization, troubleshooting and resolution of IT Incidents and Service Requests. The Service Desk Analyst will also contribute to problem resolution by providing technical support to end users at the levels of the organization from end point technologies to infrastructure and enterprise application support.

This position will work the morning shift (U.S. hours).

Responsibilities

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware utilizing JIRA as the system of record.
Respond to queries, incidents, and service requests through many communication channels addressing the needs of users seeking help.
Ask questions to determine nature of problem, identify urgency and business impact of incidents utilizing priority matrixes and other tools.
Drive critical incident management process for engaging resolver groups.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN),Wide Area Networks (WAN),and other systems.
Track and analyze trends in Service Desk requests and generate statistical reports
Document knowledgebase articles documenting common errors and fixes.
Provisioning and Deprovisioning of access for onboarding and offboarding employees
Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
Routinely assess current environment against technology trends, making recommendations as appropriate
Follow up with customers to ensure issue has been resolved.
Run reports to determine malfunctions that continue to occur.
Maintain all IT internal process documents as per ISO & QMS standards. If any process changes are observed, need to be document once approved.
Generate and Audit daily shift handover reports

Qualifications

2+ years of IT experience supporting Windows and Mac platforms
Experience supporting an organization of at least 500+ employees is preferred
Experience working in a team-oriented, collaborative environment
Working knowledge of JIRA or other IT ticketing system preferred
Working knowledge of SLACK and Confluence
Positive attitude, excellent work ethic, strong customer service and exceptionally strong troubleshooting skills
Exceptional English written and verbal communication skills
Strong technical knowledge of workstation applications like MS Office, Office 365, One Drive, Microsoft Teams, etc.
Demonstrated relationship management and performance management skills
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Ability to troubleshoot complex, transaction-based cloud applications
Must have a working knowledge of fundamental IT concepts (e.g. application configuration, user management, role based provisioning Saas and cloud applications)
Completes technical service request support, provisioning and deprovisioning of application accounts and provides enterprise application technical support and troubleshooting for applications
Must be willing to work different shifts as this is a 24X7, 365 days operation

Preferred Qualifications

Bachelor’s Degree in Computer Science
ITIL Certifications, a plus

Acoustic

About Acoustic

Acoustic is an independent marketing cloud with the open platform needed for success in a dynamic world. We’re reimagining marketing technology by lessening the burdens of repetitive tasks and equipping marketers with powerful technology that is simple and easy to use. We give marketers more time to do what really matters—to think bigger and put themselves back into the work. We help marketers aim higher, bringing humanity back into marketing. Acoustic serves an international client base of more than 3,500 brands, including Fortune 500 companies, providing digital marketing, marketing analytics, content management, personalization, mobile marketing, and marketing automation solutions. For more information,

Acoustic is proud to be an equal opportunity employer. We value diversity and are committed to providing an inclusive environment for everyone. All employment is decided on the basis of qualifications, merit, and business need.