ITSM Service Desk Analyst Job in Bengaluru at OneAdvanced

OneAdvanced is hiring for the role of ITSM Service Desk Analyst!

Responsibilities of the Candidate:

• Provide technical support and assistance to end-users within Advanced. The role involves troubleshooting and resolving IT-related issues, as well as providing excellent customer service to ensure end-user satisfaction.
• Provide first-level technical support: Respond to incoming support requests via phone, email, walk or ticketing system. Troubleshoot and resolve hardware, software and network-related issues within agreed SLAs. Escalate complex problems to the appropriate IT teams if necessary.
• Perform Incident Management: Log all support requests and incidents accurately and thoroughly in the ticketing system. Prioritise and categorize incidents based on urgency and impact. Ensure that incidents are resolved within agreed-upon service level agreements (SLAs).
• Maintain Inventory and asset management: Track and manage IT assets, including hardware, software licenses, and peripherals. Conduct regular audits to ensure accurate inventory records and compliance with licensing agreements.
• Collaborate with IT teams: Work closely with other IT teams, such as network, systems and security, to resolve complex technical issues. Provide accurate and detailed information to assist in problem resolution and root cause analysis.
• Ensure excellent customer service: Deliver exceptional customer service by providing timely and effective communication, setting realistic expectations, and following up on support requests. Maintain a professional and courteous demeanour when interacting with end-users.

Requirements :

• Capability to problem solve; undertaking or designing tests to eliminate possible issues and working quickly and efficiently towards a solution
• Good communication verbal and written, being able to operate at all levels and articulate messages to a variety of different audiences. Understand people and cultural differences to build good relationships with colleagues
• Capability to follow infrastructure, support and procedural documentation
• Keen willingness to work with others in the team and wider department on technologies within your field of expertise
• Understanding of Incident, Problem and Change Management within the ITIL framework
• Ability to work within an SLA-driven environment and to consistently meet personal and team targets
• Driven, self-motivated ability to work unsupervised on tasks to a high standard
• Ability to manage multiple tasks simultaneously in a busy service desk environment
• A thorough and responsible attitude towards security and IT governance
• Basic understanding of physical computing devices, components, and peripherals