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IT Service Desk Analyst

Tech Mahindra Phoenix Contractor
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Job details:

· The IT Service Desk analyst will provide first line technical support to internal employees of customer

The candidate will require an aptitude for working with applications/infrastructure components to undertake analysis, diagnosis and resolution of end user incidents, which may range from straightforward to more complicated technical issues.

Service desk analyst will have standard operating procedures to support majority of the incidents.

Responsibilities

· Act as a single point of contact for phone calls, emails, chat and tickets from end users regarding IT issues and queries

· Receiving, logging and managing calls from end users via telephone, email and chat

· Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customer’s requirements and expectations

· Incidents and Service Requests are managed effectively; ensuring information is captured in the ITSM tool for future reference and analysis, in line with ITIL principles.

· 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Mobiles, Desktops, Laptops and Printers

· Logs and manage incidents/Service Request in ITSM tool.

· Escalates unresolved tickets to Level 2 resolver groups

· Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner

· To maintain a high degree of customer service for all support queries and adhere to all service management principles.

Skills required

Technical Support
Phone Support
Help Desk
Information Technology
Office Suite
Microsoft Windows
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Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. We are a USD 4.0 billion company with 107,100+ professionals across 90 countries, helping over 800 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders. Tech Mahindra is also amongst the Fab 50 companies in Asia as per the Forbes 2015 List.

We are part of the USD 16.9 billion Mahindra Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, information technology, after-market and vacation ownership.

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