Service Desk Analyst - Bpo (Hybrid)

College Undergraduate/Bachelor's degree in any fieldAt least 1-2 years' service desk experience with Service Now background in a BPO settingMust have Service Now knowledgeAvailability: ASAP joiner is advantageWork Set up: HybridAmenable to work in graveyard shift, shifting schedules including holidays and weekends Tower Description:
• The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR
He / She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents
Key Skills Required: Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)Understanding of Windows 7 & 10 operating systemAssisting with configuring/troubleshooting of Software and HardwareExperience working with ServiceNow to log, track, close ticketsExperience in resolving IT issues via phone/email/chatExcellent telephone etiquettes and customer serviceExcellent troubleshooting skillsKnowledge of Microsoft based operating systems with emphasis on Windows XExperience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.Basic understanding of PC hardware set-up and configuration.Should have good understanding of infrastructure management processes; • Understanding of ITIL framework is needed.Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shiftsWillingness to work in 9 x 5 support environment including working on Weekends and Holidays.Excellent time management skills and ability to work under pressureContinuous commitment to professional development