Service Desk Analyst Job in Pune at Stantec

Stantec is hiring for the role of Service Desk Analyst!

Responsibilities of the candidate:

• Find answers to customer inquiries and address questions effectively.
• Conduct research using various resources and collaborate with IT staff to resolve issues.
• Evaluate relevant information to handle inquiries accurately.
• Diagnose and resolve technical hardware and software issues; escalate complex problems to appropriate tiers as needed.
• Advise customers on necessary actions based on their inquiries.
• Document resolutions and interactions, ensuring all relevant information is logged in ticketing software.
• Stay informed about system changes and updates to provide accurate support.
• Learn the operations of commonly used software and hardware to enhance customer support.
• Familiarize themselves with available resources and knowledge bases to find solutions.
• Follow standard operating procedures for the Service Desk and participate in on-call rotations if required.

Requirements:

• Willingness to learn and adapt to new situations and questions.
• Basic understanding of technical support principles and customer service.
• Strong communication skills for interacting with customers and internal teams.
• Experience with ticketing software is a plus.
• Ability to manage customer accounts and process forms according to procedures.