IT Service Desk Support Analyst II

IT Service Desk Support Analyst II

Trivandrum

Support and maintain all aspects of Information Technology Services including Operating system, Server, Networks, MS office, Email, Remote access, Software and local application. The primary Service Desk Analyst role is that of providing first level support through taking calls and handling the resulting incidents, using the incident management in line with the Service Desk objectives

Key Activities will involve:

·         Act as a single point of contact for phone calls and emails from users regarding IT issues and queries.

·         Answering, logging and managing calls from internal users via phone and email.

·         Analyzes problems (both technical and operational) and arrive at permanent solutions.

·         Update and maintain the work log in the CRM tool(s).

·         Assists in the support of administrative computer-based applications.

·         Take ownership of user problems and follow up for fast resolution on behalf of the user and communicate progress in a timely manner.

·         To maintain a high degree of customer service for all support queries and adhere to all service management principles.

·         Document all the calls in the CRM software 100%.

·         Create solutions for the frequently occurring issues and add it to the Knowledge bank

·         Provide stats for the weekly Service Desk report on volume trends.

Experience, Skills:

·         1 to 2 years of IT Service Desk and/or BPO Tech Support experience required

Education:

·         Diploma: Any specialization

·         UG: Any Graduate.

·         PG: Any specialization

Certifications:

·         ITIL Foundation certification preferred.

·         Certifications such as MCP/MCSE/MCITP including CompTIA A+, Network+ or CCNA preferred.

Benefits of Working in ICON

Other than working with a great team of smart and energetic people, we also offer a competitive benefits package. This varies from country to country so a dedicated recruiter will discuss this with you at interview stage.

We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.

What’s Next?

Following your application you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity.

ICON is an equal opportunity employer - M/F/D/V and committed to providing a workplace free of any discrimination or harassment.