IT Service Desk Analyst

Job Title : IT Service Desk Analyst

Location : Tampa, FL 33634

Job Description :

About Role - The Service Desk Analyst L1 provides support for incident resolution and requests reported by Employees. Responsibilities include initial assessment, research, and resolution of incidents and requests regarding use of applications, software, hardware & infrastructure components. The Service Desk Analyst would be responsible for collecting information through a customer conversation, probing, accessing support tools, and additional support teams if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner.

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 client 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 / RemedyNow / 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 onshore and offshore new members
• 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 :

Bachelor s Degree in computer science or a similar field, IT Diploma holders are also preferred

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