Service Desk Analyst

HEXAWARE

6h•Onsite

About The Position

Position: Service Desk Analyst Location: New York, NY 10173 (5 days onsite per week) Experience: Minimum of 3 years of experience in Service Desk operations, providing support to end-users in a corporate environment. Communication Skills: Excellent communication and conversation skills in English with a Versant Score of 70 or equivalent, enabling effective interaction with end-users. Accent Neutralized Voice based support. ITSM Knowledge: Good understanding of Incident, Service Request, Change, and Problem Management processes, with the ability to effectively manage Service Desk activities. Incident Management: Proficient in logging, triaging, and resolving incidents, service requests, and problems in ITSM tools, ensuring adherence to SLAs. Ticket Management: Skillful in tracking and monitoring tickets, assigning them to relevant teams, and ensuring timely resolution within SLAs. Documentation: Strong documentation skills to maintain technical documentation, process documents, ticket status updates, and knowledge base articles. Technical Skills: Knowledgeable in troubleshooting desktop applications, network issues, printer problems, Active Directory, O365, and email-related issues, Microsoft Intune and MAC. O365 Products: Proficient in Microsoft Office 365 products, including configuration and troubleshooting. Remote Assistance: Ability to provide remote assistance to end-users using Remote Desktop tools, resolving technical issues efficiently. Vendor Management: Experience and skills in vendor management, coordinating with external vendors for issue resolution and service delivery. ITSM Tool: Proficient in using ServiceNow ITSM tool for incident management and service request execution. Soft Skills: Customer Handling: Excellent customer handling skills, with a focus on delivering high-quality service and support to end-users. Adaptability: Ability to handle unforeseen situations and adapt quickly to changing environments or user needs. Acceptance and Understanding: High level of acceptance and understanding in dealing with end-users, their queries, and various situations that may arise. Certifications: ITIL Certification: Candidate to be ITIL certified, demonstrating proficiency in IT Service Management practices.

Requirements

Minimum of 3 years of experience in Service Desk operations, providing support to end-users in a corporate environment.
Excellent communication and conversation skills in English with a Versant Score of 70 or equivalent, enabling effective interaction with end-users. Accent Neutralized Voice based support.
Good understanding of Incident, Service Request, Change, and Problem Management processes, with the ability to effectively manage Service Desk activities.
Proficient in logging, triaging, and resolving incidents, service requests, and problems in ITSM tools, ensuring adherence to SLAs.
Skillful in tracking and monitoring tickets, assigning them to relevant teams, and ensuring timely resolution within SLAs.
Strong documentation skills to maintain technical documentation, process documents, ticket status updates, and knowledge base articles.
Knowledgeable in troubleshooting desktop applications, network issues, printer problems, Active Directory, O365, and email-related issues, Microsoft Intune and MAC.
Proficient in Microsoft Office 365 products, including configuration and troubleshooting.
Ability to provide remote assistance to end-users using Remote Desktop tools, resolving technical issues efficiently.
Experience and skills in vendor management, coordinating with external vendors for issue resolution and service delivery.
Proficient in using ServiceNow ITSM tool for incident management and service request execution.
Excellent customer handling skills, with a focus on delivering high-quality service and support to end-users.
Ability to handle unforeseen situations and adapt quickly to changing environments or user needs.
High level of acceptance and understanding in dealing with end-users, their queries, and various situations that may arise.
Candidate to be ITIL certified, demonstrating proficiency in IT Service Management practices.