Job Description

Position: IT Service Desk Analyst I
:
What you'll be doing:
Provides accurate solutions to user problems to ensure user's productivity.
Responds to all web Tickets received by the Lv1 team (Email, Web Tickets).
Follows escalation processes and refers more difficult and time consuming issues to the next corresponding support group when appropriate.
Maintains a professional support image at all times being courteous and helpful.
Enhances and develops quality support methods and communication skills through coaching and feedback.
Assists in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on
customer satisfaction.
Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions
to customers.
Assists in special product-related issues as needed.
First point of contact for providing support for all IT applications and systems to internal end users.
Applies knowledge of information systems and services to investigate and identify applications, systems and network problems. Uses tools,
techniques and knowledge bases to resolve issues.
What We Are Looking For:
Has minimum 3 years of experience in a could apps knowledge / global service delivery team.
Has solid knowledge of IT service norms such as customer satisfaction, call closure norms such as response time, resolution time, etc.
Has excellent written and verbal communication skills.
Has a good understanding of how the IT helpdesk function integrates with other IT functions in accomplishing the desired results in the
required areas.
Has experience in exercising tact and diplomacy for sensitive situations.
Has aptitude to understand Arrow procedures, evaluate appropriate alternatives and make a judgment based on the analysis of factual
information.
Willingness to work in 24*& 7 environment
Willing to work in night shifts
What's In It For You
Training and professional development
Performance coaching
Work with fun team in a supportive environment
Work at a strong and growing company
Community involvement opportunities
Lucrative night shift allowances
Location: IN-KA-Bangalore, India (SKAV Seethalakshmi) GESC
Time Type: Full time
Job Category: Information Technology

Skills Required