What are the responsibilities and job description for the Service Desk Analyst position at Tech Mahindra?
Position - Service Desk - Technical Support role
Work Mode: Hybrid ( 1 Day Office, 4 Days Home)
Work location – Plano, TX
Payrate - $16.82/hr USD Benefits
Job details:
Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience.
Possible career progression for right candidates.
Qualifications:
- Excellent Customer Service/Phone Skills
- Excellent Communication Skills - both written and verbal
- Tier 1 support for Enterprise/IT applications
- Experience of working within ServiceNow
- Understanding of ITIL practices
- Willingness to work in a 24/7 environment.
Responsibilities:
- To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web, and chat.
- Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
- Ensure Customer Service Level Agreements are met or exceeded.
- Respond to customer enquiries in a timely and efficient manner.
- Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.
- Execute transactions as per prescribed guidelines and timelines.
- Ensure customer/user confidentiality and data protection at all times.
Salary : $17