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IT Service Desk Analyst

Tech Mahindra Hemlock Full-Time
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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

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

Recommended skills

It Service Management
Service Management
Data/Record Logging
Service Request Management
Service Level Agreement
Information Technology Infrastructure Libraries
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