Job description:

Level 1 Analyst Job DescriptionJob SummaryTo perform the activities associate is required to be the first point of contact for all IT related issues, to ensure that all incidents and requests follow processes and are logged in the ITSM tool. Have very good understanding of ITIL Processes, Process knowledge of Incident/Request/change/problem. You will have to minimize the impact of IT incidents by resolving first time where possible. Resource will be a part of general operations of service desk and will be cross leveraged to any of the contact modalities like Phone & Chat to cater the incoming contacts at service desk.Essential Duties and Responsibilities Work as part of the 11x7 Shift system on the IT Service Desk Receives and handles requests for service, following agreed procedures. 1st line support: troubleshooting of IT related problems Promptly allocates calls as appropriate. Logs incidents and service requests and maintains relevant records: Identifies and classifies incident types and service interruptions Records incidents cataloging them by symptom and resolution Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution. Monitoring queues to ensure SLAs are maintained. Assigning the tickets which are out of scope to Service Desk/Other Teams Coordinating tickets that cross organizational boundaries to ensure customer satisfaction Skills and Abilities Strong organization skills and ability to multi-task and prioritize work Excellent communication skills with the ability to work with executive staff members both internally and externally Ability to deliver engaging, polished, and professional presentations to internal and external audiences Excellent written and verbal communication and presentation skills Education / Expertise Must be a Graduate. B.Tech/B.E or any other technical degree preferred English Service Desk experience is mandatory Preferred MCP/MSCE/MSCA certification Preferred ITIL V3/V4 Certified engineer.

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.