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    Service Desk Analyst - Plano, United States - Tech Mahindra

    Tech Mahindra
    Tech Mahindra Plano, United States

    3 weeks ago

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    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:
    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


    Responsibilities:


    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 customer's account in the prescribed format
    Execute transactions as per prescribed guidelines and timelines
    Ensure customer/user confidentiality and data protection at all times

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