Description :

Title - IT Service Desk Analyst

Exp = 3 - 8 years

Location - Delhi

The job description  : of an IT Service Desk Analyst typically includes a range of responsibilities related to providing technical support and assistance to end-users within an organization. Here's a general overview:

Technical Support: Respond to inquiries from end-users and help resolve technical issues related to hardware, software, network connectivity, and other IT-related problems.

Troubleshooting: Diagnose and troubleshoot technical issues reported by end-users, utilizing available resources and knowledge base articles.

Ticket Management: Log all support interactions, track issues through to resolution, and maintain accurate records of support requests using a ticketing system.

Customer Service: Provide excellent customer service by ensuring timely responses to support requests, managing user expectations, and maintaining a professional and courteous demeanor at all times.

Documentation: Create and update documentation, knowledge base articles, and troubleshooting guides to help users resolve common issues independently.

Escalation: Escalate unresolved issues to higher-level support teams or management when necessary, following established procedures and protocols.

Training and Guidance: Assist end-users with basic training on software applications, IT systems, and best practices to optimize productivity and minimize support requests.

Proactive Monitoring: Monitor IT systems and infrastructure for potential issues or abnormalities, taking proactive measures to prevent downtime or disruptions.

Collaboration: Work collaboratively with other IT teams, such as network administrators, system administrators, and developers, to resolve complex technical issues and implement system improvements.

Compliance: Ensure compliance with IT policies, procedures, and security standards, including data privacy regulations and industry best practices.

Continuous Improvement: Participate in ongoing training and professional development activities to stay updated on emerging technologies, best practices, and industry trends, contributing to the continuous improvement of IT service delivery.