Description :

Support Desk Analyst Job Description

Job Title: Support Desk Analyst 

Location: Malviya Nagar. New Delhi

Experience : 2-4 years

Job Summary:

We are seeking a highly skilled and customer-focused Support Desk Analyst to join our team. The successful candidate will be responsible for providing top-notch technical support to our customers, resolving hardware and software issues, and ensuring timely resolution of customer complaints. The ideal candidate will have excellent communication skills, strong problem-solving abilities, and a passion for delivering exceptional customer service.

Key Responsibilities:

Respond to customer inquiries via phone, email, and chat, providing timely and effective solutions to technical issues

Troubleshoot and resolve hardware and software problems, escalating complex issues to senior team members as needed

Document customer interactions and issue resolutions in our ticketing system

Collaborate with internal teams, such as sales and product development, to resolve customer issues and improve overall customer experience

Stay up-to-date with new technologies and product releases to maintain expertise and provide accurate support

Participate in ongoing training and professional development to improve skills and knowledge

Meet and exceed customer satisfaction targets, as measured by customer surveys and feedback

Requirements:

2+ years of experience in a technical support role, preferably in a help desk or call center environment

Strong technical knowledge of computer hardware, software, and networking fundamentals

Excellent communication and interpersonal skills, with the ability to communicate complex technical information to non-technical customers

Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing deadlines

Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions

Proficiency in ticketing systems, such as Zendesk or ServiceNow

High school diploma or equivalent required; degree in Computer Science, Information Technology, or related field preferred

Nice to Have:

Experience with cloud-based technologies, such as AWS or Azure

Familiarity with ITIL (Information Technology Infrastructure Library) framework

Certification in CompTIA A+, Network+, or HDIP (Help Desk Institute Professional)

Bilingual or multilingual skills

What We Offer:

Competitive salary and benefits package

Opportunities for career growth and professional development

Collaborative and dynamic work environment

Recognition and rewards for outstanding performance

Flexible work arrangements, including remote work options