Job Position : Service Desk Analyst

Job Description :

The Service Desk Analyst role is to act as a front line ambassador for working for the SPOC support team.
•The analyst will handle the single point of contact for support customers around the world.
•Handle the support mailbox and phone.
•Registerand sort requests according to products, priorities and impact
•Gather relevant case information from the customer by e-mail or phone.
•Analysis of incoming requests and initiate communication with the customer
with the objective of achieving the defined KPIs of the department.
•Keep customers updated until case is closed.
•Handle cases as per the SLA of the Customer.
•Inform Incident Manager & Team Leader of major and critical incidents, SLA breaches.
• Follow up thatcustomer handling is according to commitments.
•Make knowledge documents based on own findings and input from 2ndline engineers
•Register and route change orders and other system services requests
•Contribute to high security focus in the department
•Co-ordinate with other internal departments when required.
•Contribute towards on-site installations when required.
•Follow support routines and contribute to their improvement if necessary.

Education
•Minimum 1 year experience with product/service customer support
•Graduate Degree/BCA/B.Tech/MCA or equivalent
•Knowledge of Solaris, Oracle, DVBand ITIL is a plus

Skills
•Excellent knowledge and competence in English oral and writing
•Service oriented
•Analytical skills
•Communication and presentation skills
•Cross-cultural understanding
•Initiative and drive
•Ability to work independently
•Result oriented

Company Name : Client of Symmetrical

Location : Noida

Job Code : HR/SGS/346

Experience : 4

Job Salary

Last Date To Apply : 30.08.2014

Posted on : 30.7.2014