Service Desk Analyst Job in Bangalore at Schneider Electric

Schneider Electric is hiring for the role of Service Desk Analyst!

Responsibilities:

• Address and resolve basic incidents and requests.
• Log all incidents and requests.
• Engage other service desks or support teams for complex issues.
• Use appropriate CTI categories for logging incidents and requests.
• Provide positive customer support and build strong relationships.
• Ensure timely resolution or escalation of incidents and requests.
• Communicate promptly on progress and handle customers professionally.
• Act as a single point-of-contact for customers.
• Analyze and resolve incidents and requests related to applications, software, or hardware.
• Log and track incidents/requests from identification to resolution.
• Follow up with other support teams to ensure resolution and customer communication.
• Document resolutions and update self-help knowledgebase.
• Gain knowledge of applications, processes, and support to improve first-contact resolution.
• Provide after-hours and on-call support as needed.
• Adhere to ITIL standards and procedures.
• Adhere to company's Code of Conduct and Mission and Value statements.
• Be flexible to perform other ad-hoc duties/shifts as required.

Requirements:

• Demonstrated desire to learn processes, applications, and technology.
• Strong customer handling skills and techniques.
• Good communication and negotiation skills.
• Strong analytical and problem-solving skills.