IT Service Desk Jr Analyst - Hyderabad
- Diebold Nixdorf
- 5 - 10 years
- Hyderabad
- 3 years ago
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Job Description
Position Overview
- Technical Jr. Analyst is a member of the Service Desk team covering the day-to-day IT support activities via Phone/Chat/Self Service. The primary function of the position is to provide 1st Level IT support escalate issues beyond scope to relevant L2 teams.
- Activities includes diagnosing resolving technical issue both hardware and software involving internet connectivity, email clients, Password Resets, Printers and internal applications.
You are responsible for
- Responding to calls chats self-service tickets.
- Effective triage resolving associates technical issues requests.
- Clear documentation of the issues escalating to L2 teams for the issues beyond SD scope of support.
- Collaborate with other members of the Service team to properly manage document customer inquiries and escalate when necessary.
- Follow standard service desk processes and procedures;
- Identify and escalate priority issues to the pertained teams;
- An ability to communicate with associates own the responsibility to cater the information to succeeding teams.
Qualifications
- 0.6 to 2.5 years of good technical knowledge in supported customer specific Hardware and SW environment.
- Knowledge of customer service principles and practices.
- PC literacy, especially usage of Microsoft Office package.
- Any Graduate with 10+2+3 years of education, preferably from Computers background
- Problem solving ability identify and resolve;
- Ability to communicate clearly and accurately;
- Active listening skills
- Mandatory technical skills like MS OS, Microsoft Office suite, Citrix, VPN basic network related issues, Hands on experience of AD.
- Supporting Desktop, Laptops Printers mobile phones.
Preferred Qualifications
- Willingness to work in rotational shifts, based on business requirement.
- Understanding of ITIL ITSM work structure.
- Relevant business experience.
Job Classification
Industry: IT Services & ConsultingFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Back Office/Web/Transaction Processing
Role: Back Office/Web/Transaction Processing
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Post Graduation Not Required
Doctorate: Any Doctorate, Doctorate Not Required
Contact Details:
Company: Diebold NixdorfLocation(s): Hyderabad
Keyskills: Customer Service Vpn Itsm Problem Solving Technical Skills Mobile Phones It Service Desk Itil It Support
Diebold Nixdorf
Consumer behavior is changing rapidly; people are empowered, connected and expect an unprecedented level of service and convenience. Simultaneously, the financial and retail industries we operate in are converging as mobile, contactless tech, smart data and advanced analytics blur the lines. The wor...
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