Service Desk Analyst

Position Title: Service Desk Coordinator

Location: Bangalore

Job Description:

Currently seeking a motivated Helpdesk Analyst who can coordinate with various teams via email, and phone to have unmatched quality of IT services rendered by our field engineers onsite ranging from simple Desktop support to Complex Enterprise Support (Networking devices, Servers, Storages, etc.). This is a full-time role and requires the ability to plan, multi-task, and follow through on assigned tasks.

Duties & Responsibilities:
• Act as a strong communication channel between Company’s global clients, Fieldengineers, and other internal teams
• Coordinate with the different teams (Service delivery, PMO, Field Ops, etc.) to deliver assigned tasks/ projects successfully.
• Ticket/ Incident Management – Respond to received tickets within defined SLAs, Log and assign tickets to respective in-country Field Engineers.
• Monitoring – To monitor the progress of work being executed under an assigned ticket onsite by the Field Engineer
• Closure – Collect Service reports from the FE post-work completion, review and submit to the client for closure while closing the ticket in the AVASO ITSM system.
• Escalation Handling - Handle the first line of service delivery escalations, investigate with the respective Field Engineer to prepare, and submit RCA to the Line Manager.
• Maintain the incident/ticket health in the AVASO ITSM system by keeping them up to date.

Professional Skills
• Excellent communication skills – written & oral.
• Excellent problem-solving and analytical skills
• Time management & multitasking ability
• Excellent interpersonal skills

Technical Skills
• Good/working knowledge of IT Infrastructure –
• End User Computing (Desktop/ L1-related issues)
• Networking Knowledge (LAN/WAN)
• Servers/ Storage

Compensation and Benefits:
• Industry standard remuneration
• Medical insurance coverage for self & family (Self, Spouse + upto 2 Kids)
• PF & ESI
• Paid leaves
• Company sponsored training (technical and behavioral)
• Employee engagement program (Team building activities, fun activities, travel)
• Performance driven Rewards & Recognition program
• Employee-centric policies to help with personal & professional life balance.
• Performance driven faster growth