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Services Desk Analyst

3.00 to 6.00 Years   Chennai, Hyderabad, Kolkata, Pune   16 Jun, 2022
Blueberry Labs Private Limited
Job LocationChennai, Hyderabad, Kolkata, Pune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

    • Provide tier 1 support for staff with regards to technology, banking systems, applications and related 3rd party incidents and/or service requests. Escalate issues in a timely manner to ensure adherence to service level targets. Follow up with escalated parties to ensure knowledge is gained.
    • Provide customer (internal staff) communication throughout the lifecycle of the ticket
    • Manage the processing of incoming tickets (Heat, email, voice, walk-in etc.) to ensure courteous, timely and effective resolution as per service level targets
    • Access knowledgebase and FAQ to aid in incident/service request resolution. Populate knowledgebase with articles to assist end users in self-serve resolution
    • Review all incidents and service request tickets for accuracy of information and address any errors and/or omissions
    • Perform admin tasks such as user adds, moves, changes related to system logins, email, banking systems, 3rd party sites and other internal systems
    • Prompt response to password resets and unlocking of accounts
    • Prepare and distribute notifications regarding service disruptions, outages and critical incidents
    • Review ticket trends and recommend solutions to reduce incidents and/or streamline requests
    • Communicate quick tips and tricks to staff to improve staff efficiency
    ,

Keyskills :
Heatemailvoice

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