Service Desk Analyst Internship in Pune at Birlasoft

Birlasoft is hiring for the role of Service Desk Analyst!

Responsibilities of the Candidates:

• Responding to queries via chat, email, or phone
• Resolving problems with networks and other computer systems
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Following up and coordinating with other teams/Partners to resolve customer issues
• Recommending improvements and fixing process gaps
• Accessing hardware remotely or software for clients to make changes and fix problems
• Coordinating & follow-up with Level2, Field-Ops for ongoing queries/request
• Following up on pending tickets and updates
• Being the go-to person for directing the requester to find a solution with the right stakeholders
• Providing an end-user experience with follow-up calls for the resolution and closure of tickets or incidents

Requirements:

• Communication skills - Excellent oral and written communication skills
• Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
• Experience with troubleshooting OSS and BSS tools
• Good Customer Service Skills
• Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
• Experience with working on ITSM tools like ServiceNow, Remedy etc
• Specific Knowledge of other required Computer Systems/Applications for different work environments.
• Good hands-on experience & understanding of Windows OS
• Understanding of Windows Active Directory