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- Excellent Customer Service/Phone Skills
- Excellent Communication Skills - both written and verbal
- Tier 1 support for Enterprise/IT applications
- Experience of working within ServiceNow
- Understanding of ITIL practices
- Willingness to work in a 24/7 environment
- To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web and chat.
- Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner
- Ensure Customer Service Level Agreements are met or exceeded
- Respond to customer enquiries in a timely and efficient manner
- Ensure appropriate documentation of the interaction on the customers account in the prescribed format
- Execute transactions as per prescribed guidelines and timelines
- Ensure customer/user confidentiality and data protection at all times
Service Desk Analyst - Plano, United States - Tech Mahindra
Description
Job Title: Service Desk Analyst
Job details:
Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience.
Possible career progression for right candidates.
Qualifications:
Responsibilities: