Hi,
I am attaching my job description below, please check and let me know if you are comfortable with it. You can also reach out to me on this No 919-706-0107.
Service Desk Analyst L1
New York, Hybrid
Primary Skills
- Graduate with Minimum 3+ years of experience in service Desk
- Excellent communication and conversation skills in English with a Versant Score of 70
- Good Knowledge of Incident, Change and Problem Management
- Manage Service Desk activities, including:
o Owning overall responsibility for Incident and Service Request process handling on the Service Desk
o Liaise with the Service Manager
o Help with the development and issuance of Service Desk Operational Reports
o Liaise with the designated Change lead as requested.
- Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
- Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority.
- Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism.
- Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
- Attend voice calls.
- Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
- Use Remote Desktop to assist the end users as required.
- Good Knowledge on O365 products.
- Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
- Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
- Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
- Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
- Proactive problem management is an added advantage.
- Good Knowledge and proven skills in Vendor Management
- Good Knowledge on ZOHO ITSM tool
Soft Skills
- Should possess excellent customer handling skills
- Ability to handle unforeseen situations
- High level of acceptance and understanding in dealing with end users and situations
Certifications
- Candidate to be ITIL certified
Thanks & Regards
Team Lead
Vishal Sharma
vishal.s2@accurogroup.com |
Desk: +1 919-706-0107
www.accurogroup.com
Job Type: Contract
Pay: $20.82 - $25.07 per hour
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Ability to Commute:
Ability to Relocate:
- New York, NY: Relocate before starting work (Required)
Work Location: In person