College Undergraduate/Bachelor's degree in any field
At least 1-2 years service desk experience with Service Now background in a BPO setting
Must have Service Now knowledge
Availability: ASAP joiner is advantage
Work Set up: Hybrid
Amenable to work in graveyard shift, shifting schedules including holidays and weekends
Tower Description
The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR
He / She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents
Assisting with configuring/troubleshooting of Software and Hardware
Experience working with ServiceNow to log, track, close tickets
Experience in resolving IT issues via phone/email/chat
Excellent telephone etiquettes and customer service
Excellent troubleshooting skills
Knowledge of Microsoft based operating systems with emphasis on Windows X
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Basic understanding of PC hardware set-up and configuration.
Should have good understanding of infrastructure management processes;
Understanding of ITIL framework is needed.
Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
Excellent time management skills and ability to work under pressure
