IT Technical - J35464

Sampoorna Computer People
  • Bangalore
  • 10-15 lakh
  • 3-5 years
  • 101 Views
  • 24 Aug 2015
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  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description

The IT Service Desk Analyst is responsible for performing all Help Desk operations which interface with end users of IT systems from its subsidiaries. These operations include answering the Help Desk phone, recording problems/requests, providing Level-1 and Level-2 technical support for troubleshooting and resolving open issues, forwarding Level-3 and higher issues of the open tickets to the proper IT resources for resolution, and following up with both end-users and IT personnel on project status. The IT Help Desk Analyst will be responsible for the initial reception, triage, and documentation of all IT issues being logged via the India Help Desk. It is expected that a successful analyst will be able to create a superior customer service environment, while also being able to diagnose and resolve most issues on the initial customer contact. This position will be required to spend a significant amount of time working on queued IT requests as well, in support of our global help desk and desktop teams. This position will also assess the severity of problems related to business impact and determine appropriate course of action required for each problem. This position is key to the productivity of all business end users, and thereby directly contributes to year-over-year improvement in CMM for all of sbusinesses. This position must develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction. This position is the key liaison for the business users to report and get resolution for IT technologies provided and supported by Corporate IT


Competencies/Skill sets for this job

Technologies Help Desk It

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About Organisation

Sampoorna Computer People