IT Service Desk Analyst

AlphanumericIT support

Based in India, Working shift may vary between 7 am and 8 pm EST; training shift is 8 am to 5 pm EST.Full-TimeMiddle

SalarySalary base: 49.000 INR gross per month.

Apply NowOpens the employer's application page

Job Details

Languages: Excellent written and oral English communication skills; native level fluency in designated language.
Experience: A minimum of 1-year previous IT support experience, preferably in a call center environment, and/or any equivalent combination of education and experience.
Required Skills: Customer serviceEnglish communicationServiceNow

Have a Computer Science or related degree, or an equivalent combination of education and experience.
Have a minimum of 1 year of previous IT support experience; call center experience is preferred.
Hold an A+ certification or have equivalent experience with Geek Squad or a European equivalent.
Have proficiency in OKTA, ServiceNow, and O365.
Have solid keyboarding, multiple-monitor, and touchpad skills.
Have a general understanding of software and hardware.
Have excellent written and oral English communication skills.
Have native-level fluency in the designated language.
Demonstrate problem-solving, organizational, analytical, and customer service skills.
Be available for a flexible schedule between 7 am and 8 pm EST, including possible weekend work and emergency support.

Provide timely IT service desk support to contracted clients.
Receive, document, and track customer and user calls through resolution and closure.
Collect caller information and maintain call records in the designated Service Management tool.
Document the steps taken to resolve customer issues.
Investigate and troubleshoot hardware and software issues.
Escalate issues to the appropriate department and personnel.
Provide support and instruction for client products.
Follow Standard Operating Procedures and perform associated testing.
Update client knowledge bases and unlock or reset user account passwords.
Use the designated remote access tool to resolve client issues.

View Full Description & ApplyYou'll be redirected to the employer's site