We are Hiring Service Desk Analyst responsible for taking calls, chats, handling emails and Self-Service ticket in a 24*7 environment.
Responsibilities
* Respond to user inquiries via phone, email, chat, or ticketing systems.
* Act as the initial point of contact for IT issues, logging and tracking incidents.
* Diagnose and resolve common IT problems, escalating complex issues to higher levels.
* Possess a solid understanding of IT infrastructure
* Be proficient in using IT service management (ITSM) tools and ticketing systems.
* Accurately document all incidents, solutions, and actions taken.
* Identify trends and patterns in user issues to proactively address potential problems.
* Contribute to the development and maintenance of knowledge base articles.
Qualifications
* Good Communication skills both Verbal and Written
* Service Desk Technical Proficiency L1.5
* Good communication skills and Positive attitude towards work
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