L1 & L2 Service Desk Analyst - Technical Support (0-8 yrs) (Reva HR Consultancy Pvt. Ltd.)

Positions are 5 days working with rotational shift timings & rotational work off.

Freshers can also apply for L1 Service Desk Analyst Position.

Food & cab facility also available.

All three positions will have rotational shift as below, so candidates should be comfortable with rotational shifts:

1st shift - 6:00 AM to 3:00 PM IST

2nd shift - 2:00 PM to 11:00 PM IST

3rd shift - 10:00 PM to 7:00 AM IST

Position Overview

As a Service Desk Analyst, you will provide Level 1 support to clients. This role will provide customer-friendly assistance to clients experiencing difficulty using IT products. The Service Desk Analyst will troubleshoot, diagnose and resolve Level 1 incidents received, and escalate issues as necessary.

Key Responsibilities:

- The requirements listed below are representative of the knowledge, skill, and/or ability required.

- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Service Desk Analyst is primarily responsible for:

- Providing Apple & Windows Laptop and Desktop support over the phone.

- Providing active directory administration as needed

- Providing iOS device support (iPhones, iPads, etc) over the phone.

- Assisting customers in setting up Apple Devices over the phone.

- Assisting with troubleshooting issues using remote management software.

- Using specific tools to diagnose issues, make recommendations for resolution.

- Using problem-solving and people skills to ensure swift resolutions to technical issues.

- Testing, troubleshooting, and diagnosing computer error messages and failures.

- Answering support requests via phone, email or through tickets.

- Providing 1 st level triage support for reported incidents and requests.

- Learn and become knowledgeable of customer products and services

- Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation

- Effectively manage length of calls/handle time

- Promote teamwork and contact center success

- Providing 5-star customer service.

We are seeking candidates with the following experience and skills

EDUCATION:

- Associates Degree or 2 years- experience in a similar service desk role.

PREFERRED QUALIFICATIONS:

- Hardware: Working knowledge of Apple iMac, Macbook, Mac Mini and Windows hardware

- Software: Working knowledge of Mac OSX and Windows 7, 10, Microsoft Office 2010-2016

- Working knowledge of Microsoft Office 365 and Active Directory

- Experience with ServiceNow Ticketing System

- Proficiency in navigating accounts with multiple skill set requirements

- Experience or certification with ITIL

- Experience working in a fast-paced service desk

- Strong ability to troubleshoot issues.

- Strong communication skills.

- Ability to multitask well

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