Helpdesk Analyst I

Position:
Helpdesk Analyst I

Job Description:
Experience: 3-7 yearsAcademics: Any Graduate (Full Time) • Provides accurate solutions to user problems to ensure user's productivity. • Responds to all calls received by the Help Desk (Phone, Email, Chat, Web) and ensures that each Help Desk call received is logged. • Follows escalation processes and refers more difficult and time consuming issues to the next corresponding support group when appropriate. • Informs users of any global problems or system outages. • Maintains a professional Help Desk 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. Desired profile • Has minimum 3 years of experience in a 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. • Exposure to an Oracle ERP environment is a plus. • Voice support experience in a Global setup is a must

Location:
Bangalore (GIT)

Time Type:
Full time


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