Service Desk Analyst

Responsibilities:

• Receiving end user calls
• Provide first level resolutions
• Ticket creation/Categorization / Prioritization
• Ticket escalation to respective Support Group
• Incident resolution and recovery
• Ticket Closure.

Mandatory Skills

• Knowledge/exposure on ticketing tools like Service Now, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc
• Clear understanding of ITIL V3 processes and relationship
• Good communication skills and customer management experience
• Work experience with clients outside India or in onsite roles.
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Willing to work in 24x7 environment
• Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
• Troubleshooting skills on VPN connectivity, dial up , wireless routers
• Knowledge on active directory, domain controllers etc