Service Desk Analyst(6 Months Contract)
- Trigent Software
- 2 - 5 years
- Noida, Gurugram
- 3 months ago
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Job Description
Job description
Greetings from Trigent Software!!
Candidate with excellent communication skills are highly preferred.
Roles and Responsibilities:
As an Application Tech Support Practitioner, you will be responsible for providing service desk management and voice support to clients. Your typical day will involve accurately defining client issues and designing resolutions based on deep product knowledge, while maintaining exceptional communication skills to keep our world-class systems running.
Responsibilities: -
Position Purpose:
The Specialist - Service Desk Analyst will be the first point of contact via phone, email, and chat to provide first level of support through assistance or rapid restoration of normal services to the companies Enterprise users. Handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfillment processes, in line with Service Desk objectives. Additionally work as a Specialist - IT Desktop Support works within the Company Information Technology team in providing all levels of IT desktop support. The Specialist works closely with and provides support to the Company Corporate Technology team members and their customers. Job Requirements: Under General Supervision, and in accordance with all applicable federal, state and local laws/regulations and Company policies, procedures and guidelines, this position has the following responsibilities Troubleshoots desktop hardware, software, Windows-based applications, and telephony issues via remote access, phone, and email support for users in multiple call centers Create a positive user support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude Responsible for following the Incident Management Process within Company such as: Logs and tracks incidents and requests from identification through resolution Addresses and resolves incidents and requests; performs initial assessment, triage, research, and resolution Restores normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring the best possible levels of service Responsible for collecting information through a user conversation, accessing support tools, and collaborating with global support staff Clear and concise documentation of incidents, troubleshooting steps, and comments into an Incident Management System Follows up with other global support staff involved in resolution to ensure incidents are resolved and the customer communication is complete Documents resolutions and updates self-help and knowledge bases Responsible for following the Security Management Process within Company such as: Password Resets NT Login Creation User access modification Grows general knowledge of current corporate, department, client-based, and facility-specific products, increasing ability to resolve requests on first contact Become aware of fixes to known issues for quick resolution. Update and maintain troubleshooting guides Maintain current technical expertise in the rapidly changing technology and utilize state-of-the-art techniques when implementing or recommending solutions Monitors the Network stability through devices and performs initial steps as part of investigating a possible service impacting incident Perform other duties as assigned Administration of Windows-based applications of basic principles, theories, and concepts Administration of Exchange, remote access technologies, Microsoft Active Directory domain administration, and support, including user/policy account creation, permissions allocation, creating file and print shares User desktop management with a working knowledge of system patch practices and imaging Working knowledge of Microsoft Networking principles such as DNS, WINS, DHCP Working knowledge of Cisco based routing and switching IT Support to provide 24x7 on call production support Qualifications: Candidate must possess a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent Minimum 2-5 years experience in a professional Service Center environment providing IT support over the phone and via e-mail Experience using current or recent Windows desktop platforms and current or recent MS Office suite Experience supporting LANs, PC Hardware configuration, PC operating systems, and desktop software Experience with Service Desk ticketing systems (Service Center Manager, Remedy, Service-Now, etc.) Basic knowledge of network infrastructure devices and protocols; enterprise computer hardware/software and information systems This includes basic networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS Support level knowledge of operating systems, applications, and associated hardware on such platforms as MS Windows desktop OS and MS Office Suite Self-motivated and professional with excellent verbal and written communication skills. Customer-focused Articulate and methodical Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions Ability to analyze challenging technical issues and develop new solutions in a timely and accurate manner Good analytical and troubleshooting skills. Ability to think logically and be able to make correct decisions relative to fixing operational problems Willing to work on shifting schedules, holidays, and weekends Strong understanding of ITIL Work experience in an environment that follows ITIL Best Practices Incident Management experience- Managing incidents including business expectations and communication. Ability to manage multiple projects, activities, and tasks simultaneously Ability to work off-hours as required Management experience a plus Must have the personal communication and presentation skills that will represent the company professionally to outside agencies, financial institutions, business partners, employees, and customer.
Preferred candidate profile:
* Candidate with excellent communication.
Perks and Benefits
* 2-way Free Cab Facility
**looking only for immediate joiners**
For More Details Contact HR Sujath Ali @7680048*** {call or WhatsApp} or email your resume to su*****a@tr****t.com
Regards
HR Sujath Ali
Trigent Software
7680048***
su*****a@tr****t.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security,
Role Category: IT Support
Role: IT Support - Other
Employement Type: Contract
Contact Details:
Company: Trigent SoftwareLocation(s): Noida, Gurugram
Keyskills: IT Service Desk Ticketing Tools Service Desk Incident Management Active Directory LAN Troubleshooting Servicenow Router Configuration Network Troubleshooting
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Trigent Software Limited is SEI CMM Level 4 and ISO 9001:2008 certified company. It provides an Offshore Software Development company with facilities in the United States and India with global client. Trigent is an early pioneer in IT outsourcing and offshore software development business. We enable...
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