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.
Prakhar Softwares Solutions is a CMMI Level 3 , ISO 9001:2015, ISO 27001:2013 certified company dealing in multiple projects including software development, Staffing Management, Recruitment Process Outsourcing, E-governance. We have 10 offices across India and working for various e-governance projects of National Importance.