Service Desk Analyst I - Bengaluru, India - StoneX

Description

Overview

Job Summary:

The Service Desk Analyst delivers maintenance for a primary incident solution, and it is reported to the centralized division of service desk.

Usually, responsibilities include initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software and hardware products along with infrastructure constituents.

The Service Desk Analyst is accountable for gathering information through a client conversation, log on to support tools, and additional support staff (service resources) if needed.

Issues outside the scope of their capability or responsibility are fixed by engaging in routine other service resources from other facilities, unit, organizational groups, or the businesses service desk.

Candidate will be a part of service desk, where he/she would be helping users/customers globally 24/7, should have relevant experience in handling users based on their queries.

Level 1 Helpdesk / service desk supportShould have good verbal and written communication skillsShould have worked on SNOW and JIRAComfortable to work in shifts, 24/7Comfortable to be on phones supporting internal/external usersITIL V7 is preferred, should have knowledge on incident management (different priority of tickets/incidents)

Responsibilities

Technical expertise – as they regularly play a direct role in fixing a customers problems and system expertiseProblem-resolving abilities – service desk analysts are mainly problem-solvers, so they should be able to devise technical and original solutions to user problemsCommunication – operational message is key in this role since service desk analysts required to collect data about issues, prepare comprehensive notes and reports, and walk users through the stages they can take to fix software and hardware problemsTime administration – service desk analysts requires excellent time management aids and should be able to set priorities when covering multiple issuesTeam partnership – service desk analysts routinely work with other IT personnel to resolve user issues, so they need to collaborate with team members and coworkers

Qualifications

Bachelor Degree, Diploma 10+3 (with experience)