What are the responsibilities and job description for the Service Desktop Support Analyst position at Coforge?
- To ensure all calls are updated and resolved within SLA targets.
- To endeavour to provide an Above Customer Expectation Service Undertake first line resolution activities.
- Participate in on-going review and maintenance of the IT Service Desk processes to take part in knowledge sharing activities to include both business and technical knowledge sharing.
- Call Management: - Deliver best practices of call management: To ensure that all calls are logged accurately within IT Service Desk Capture detail & correct information pertaining to all inbound calls.
- Shift Rotation: - To take part in a shift rotation to ensure that adequate cover is provided 7 days per week including weekends and bank holidays.
- Communication: - Writes and speaks fluently on all aspects of work and communicates effectively.
- Actively communicate and seek feedback from colleagues and customers Be proactive in working with others to improve.
- IT Service Desk customer experience General:- Undertakes any necessary training associated with the duties of the post and participates in training and development procedures.
- Maintains confidentiality and observes data protection guidelines.
- Carries out any other reasonable duties in line with their capability.
- ITSM process Tools:- Understanding of ITSM process.
- Understanding of Ops Ram and ServiceNow.
- Hands on experience of Active directory, Exchange, O365 (new user ID creation) etc.
- Experience and personal qualities: - 3-4 year experience in IT or similar customer support/service delivery role.
- Excellent customer service skills with a high level of focus on quality Ability to communicate in a clear and professional manner.
- Problem solving and analytical skills and ability to work under pressure.
- Excellent inter-personal skills (verbal and written).
- Clear understanding and interest in current and emerging IT technologies.
- Beneficial to have an awareness of the IT industry in general.
- An understanding and interest in the use of IT within business functions.