Service Desk Analyst

Job Title: Service Desk AnalystLocation: Pune/Kolkata/Hyderabad/Coimbatore/BangaloreMode of interview: Virtual/Walk-InShift: rotational 24x7Description:The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCRThe Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidentsKey Skills Required: IT Service Desk experience 0-5yrsExcellent communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shiftsExcellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)Understanding of Windows 7 & 10 operating systemAssisting with configuring/troubleshooting of Software and HardwareExperience working with ServiceNow to log, track, close ticketsExperience in resolving IT issues via phone/email/chatExcellent telephone etiquettes and customer serviceExcellent troubleshooting skillsExperience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets) Willingness to work in 24 x 7 support environment including working on Weekends and Holidays.Excellent time management skills and ability to work under pressure PRB