IT Service Desk Analyst I
- Pune, Maharashtra
- Permanent
- Full-time
- Service Desk Analysts are on the frontline of customer support. They are focused on helping to resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed.
- A Tier 1 Service Desk Analyst typically takes the initial inquiry and manages relatively simple hardware, software or network issues.
- A service desk analyst spends the majority of the day performing remote support. This can take a number of forms:
- Over-the-phone support
- Screen sharing or remote control
- Live chat support
- Email support
- Has minimum 3 years of experience in a global service delivery team.
- Has solid knowledge of IT service norms such as customer satisfaction, call closure norms such as response time, resolution time, etc.
- Has excellent written and verbal communication skills.
- Has a good understanding of how the IT ServiceDesk function integrates with other IT functions in accomplishing the desired results in the required areas.
- Has experience in exercising tact and diplomacy for sensitive situations.
- Has aptitude to understand Arrow procedures, evaluate appropriate alternatives and make a judgment based on the analysis of factual information.
- Exposure to an Oracle ERP environment is a plus.
- Voice support experience in a Global setup is a must
- Willingness to work in 24*& 7 environment
- Willing to work in night shifts
- Training and professional development
- Performance coaching
- Work with fun team in a supportive environment
- Work at a strong and growing company
- Community involvement opportunities
- Lucrative night shift allowances