What are the responsibilities and job description for the Service Desk Analyst position at Tech Mahindra?
Job Title: Service Desk Analyst
Location: Plano, TX
Work Mode: Hybrid - 1 day in the office and 4 days working from home.
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 : $16