Service Desk Analyst - Sahibzada Ajit Singh Nagar, India - AVASO Technology Solutions

Description

Location: Mohali

Shift: Monthly Rotational Shift (24*7 support)

Job Description:

Currently seeking a motivated Service Desk Analyst who can coordinate with various teams via e-mail, from simple desktop support to complex enterprise support (Networking devices, Servers, Storage, 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 the Company's global clients, Depot engineers, 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.

1. Monitoring – To monitor the progress of work being executed under an assigned ticket onsite by the Field Engineer
2. Closure – Collect Service reports from the FE post-work completion, review them, and submit them 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 -

1. End User Computing (Desktop/L1 related issues)
2. Networking Knowledge (LAN/WAN)
3. Servers/ Storages

Certification Advantage:

• To have any of the below certifications will be an advantage -

1. Computer H/W and/or Networking training & certification from a recognized institute

Skills and Qualifications:

• 1 year of experience in L1 level.

• Bilingual (English, Local language).

• Excellent problem-solving skills and leadership qualities.

• Excellent skills in presentation and Reporting.

• Ability to work with all levels of company staff.

• Comfortable delivering frequent direct written and oral feedback.

Compensation and Benefits:

• Industry standard remuneration
• Medical insurance coverage for self & family (Self, Spouse + up to 2 Kids)
• PF
• 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.