IT Service Desk Analyst

Job Role And 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 toolMeet 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 offshoreManaging and Providing support to different LOB's during requirementBasic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issuesKnowledge 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 SystemOpen to work in 12*7 Work Environment with rotational Shifts and Week-OffsBachelor's degree in computer science or a similar field, IT Diploma holders are also preferred.