Analyst - Service Desk 5B

Role Overview

Responsibilities

• Provide technical assistance and support for incoming queries and issues.
• Take full ownership of incidents from creation through closure.
• Search the knowledge management tool and communicate or narrate solutions effectively.
• Document new issues and solutions in the knowledge management repository.
• Troubleshoot software and hardware problems.
• Install and configure software and hardware.
• Perform system upgrades.
• Monitor and maintain computer systems and networks.
• Ensure the security and privacy of systems and networks.
• Provide timely technical support and teach users to use systems effectively.
• Resolve customer concerns efficiently and professionally.
• Use listening, empathy, courtesy, and related soft skills to retain and satisfy customers.

Qualifications

• Bachelor's degree in Computer Engineering, Database Management, Information Systems, Information Technology, or Network Engineering.
• Strong customer service orientation.
• Ability to handle multiple tasks with little to no forewarning.
• Ability to react quickly and perform effectively during critical or catastrophic events.
• Intermediate English proficiency at B1 level.

Certifications Listed

• Professional Customer Service certification from SMG/KRC Poland Human Resources.
• ServiceNow Certified Application Developer certification.
• STI Certified Call Center Professional certification from Cornerstone.

Required Skills

• Agile Methodology.
• BIZ dedicated.
• Business Continuity Planning.
• Collaboration Tools.
• Design Thinking.
• Engineering Services.
• Field Support.
• Inclusion.
• IT Service Desk.
• Mac OS Support.
• Personal Effectiveness.
• Workplace Services.

Workplace

• The posting identifies the role as hybrid.
• The listed job location is Gurugram, India.

Schedule

• The work shift is rotating in India.