Service Desk Analyst

Service Desk Analyst at Tech Mahindra Service Desk Analyst at Tech Mahindra in Garland, Texas Posted in about 12 hours ago.

Type:

full-time

Job Description:

Job Title:

Service Desk Analyst (Tech Support)

Work Mode:

Hybrid (1 Day Office, 4 Days Home) Location - Plano, TX Job details: Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience. Possible career progression for right candidates.

Qualifications:

Excellent Customer Service/Phone Skills Excellent Communication Skills - both written and verbal Tier 1 support for Enterprise/IT applications Experience of working within ServiceNow Understanding of ITIL practices Willingness to work in a 24/7 environment.

Responsibilities:

To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web, and chat. Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner. Ensure Customer Service Level Agreements are met or exceeded. Respond to customer enquiries in a timely and efficient manner. Ensure appropriate documentation of the interaction on the customer's account in the prescribed format. Execute transactions as per prescribed guidelines and timelines. Ensure customer/user confidentiality and data protection at all times.