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Service Desk Analyst

Phoenix Business, Inc

  • Sunnyvale, CA
  • 8 days ago

    Highlights

    Meet Service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT. Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues.

    Numbers & Facts

    LocationSunnyvale, CA

    Description

    Job responsibilities:
    • Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies.
    • Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with
      Internal policies and procedures.
    • Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.,
    • Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
    • Perform customer call backs as required.
    • Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
    • Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
    • Taking Ownership for the Tickets/Request and communicating with customers on a regular basis to ensure speedy resolution.
    • Hands on experience on ServiceNow/SNOW/Remedy Now/ any ITSM tool
    • Meet Service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.
    • Providing refreshers to new members onshore and offshore
    • Managing and Providing support to different LOB s during requirement
    • Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
    • Knowledge of Mobile OS like iOS, iPadOS & Android

    Eligibility Criteria:
    • Strong Oral and Written communication skills in all the languages required and known.
    • Should have 1-5 Years of work experience in IT Technical Support / Service Desk will be preferred.
    • Excellent Knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues. Basic skill on MAC OS.
    • Experience with ServiceNow Ticketing System
    • Open to work in 24*7 Work Environment with rotational Shifts and Week-Offs
    • Bachelor s degree in computer science or a similar field, IT Diploma holders are also preferred

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