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The Service Desk Analyst role involves providing technical support as the first point of contact for users, ensuring timely resolution of issues while adhering to SLA timelines. Key responsibilities include troubleshooting, documenting interactions, and contributing to knowledge articles, with a requirement for strong communication skills and technical knowledge in various IT areas. Candidates should have relevant experience and flexibility to work in a 24/7 environment.

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vnktmarri
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3 views

JD (1)

The Service Desk Analyst role involves providing technical support as the first point of contact for users, ensuring timely resolution of issues while adhering to SLA timelines. Key responsibilities include troubleshooting, documenting interactions, and contributing to knowledge articles, with a requirement for strong communication skills and technical knowledge in various IT areas. Candidates should have relevant experience and flexibility to work in a 24/7 environment.

Uploaded by

vnktmarri
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Job Description of Service Desk Analyst

Job Description of Service Desk

Role: TECHNICAL SUPPORT ASSOCIATE

Accountability
• Ability to work in 24*7 environment, this is a must

• First Point of Contact for users to report Technical issues


• Record all interactions through call, email or chat in the Ticketing System. Resolve issues
under support boundaries and route issues beyond scope to the respective Support
Groups.
• First Line Troubleshooting to be done completely using the available resources and
documented before assigning/routing the tickets to the L2 Groups.
• Ensure reported issues are responded and addressed as per the defined SLA timelines
• To work towards effective and timely resolution of issues.
• Document the Learning’s and contribute Knowledge Articles
• Timely Communication of Priority Issues to the respective stakeholders and coordinate
until resolution.
• Document detailed and accurate notes, record them on ITSM tool

Technical Skill set


• Voice Call Handling: excellent knowledge of handing voice calls and multitasking.
• Email Communication: professional email writing skills.
• Chat Communication: professional chat writing skills and multitasking.
• Infrastructure Monitoring: Good understanding of Infrastructure components and
respective alerts.
• Exchange: Knowledge on functioning and configuration of Microsoft Exchange client.
AD: Knowledge on - Active directory, Proxy, DNS, Group Policy.
Network: Knowledge on – LAN setup, basic routing and switching, passive networking.
Desktop Security: Knowledge on – Antivirus deployment and update, patch
management, monitoring and reporting.
Desktop, Laptop, Handheld devices: Knowledge on – build management, OS
deployment, common application installation and troubleshooting, Hardware
knowledge.
• Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook,
iPhone, Network printers, etc
• Printers: Hands on experience on managing printers (Local & Network printers) - Lex
• Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA
Service Desk, Monitoring Tools.
• ITIL: Knowledge of ITIL processes and procedures.
• A+: knowledge of A+ processes and procedures.
• KM: Knowledge management understanding, review & create new knowledge articles.
• MS Office: Good / excellent knowledge for support of MS Office and standard software

TechM - Internal
Job Description of Service Desk Analyst

• Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1,
10), Windows smartphone and telecommunication knowledge. COTS (standard SW,
standard HW)
• O365: Understanding of Microsoft Office (e.g. Office 365)

Key Performance Indicators (KPI’s):


• Ensure all the User contacts are responded within the defined Turn Around Time
• All the L1 Incidents are resolved as per the defined Resolutions Timelines
• Follow-up on individual ticket stacks to ensure that tickets are addressed on a timely basis
and ageing is kept at minimum.
• Ensure Quality Ticket Coding and Classification for all tickets being logged and processed.
• Taking ownership of calls/emails logged by his/her colleagues in his/her absence.
• Mentoring and providing floor support to the newly joined associates.
• Should be proactive in assisting the colleagues, during High Volume Time.

Relationships:
• Mentoring and providing floor support to the newly joined associates.
• Conducting regular update sessions for any process updates on a need basis

Competencies:
• High Level of Communication Skills and ability to comfortably handle International
Customers.
• Experience in Service Desk/Technical Support and in a Call Taking Role and competent
to engage in first line interactions with end users.
• Flexibility to work in a 24*7 environment is mandatory
• Knowledge about Incident and Service desk management.
• Understanding of ITIL concepts
• Documentation Skills to contribute for Knowledge Articles and Knowledge Sharing
• Ability to initiate and manage Bridge Calls and coordinate in resolving P1/P2 issues.

Qualification: High school, Graduate, Diploma, IT education or comparable IT professional


experience

Fresher (U1)
Experience in years (U1) 1 to 2 years
Relevant Experience (U2) 2+years

TechM - Internal
Job Description of Service Desk Analyst

Area of Support: List given below provides us an overview of areas supported.

Issue/Request Type Additional Comments


AD account unlock, Share Folder Access, Email Groups,
Active Directory User Management Password change/reset, Windows Activation,
Microsoft Office Issues Office updates, outlook /excel issues, Office 365
Hardware support Desktop/Laptop Accessory issues, Printers,
Network Connectivity LAN Alerts - Device Down, Server down, Request time outs
Server Events Power failure, device downtimes, Traffic
Troubleshooting Virus and Malware Issues Virus and Malware Alerts
Email Configuration setup and issues Send/Receive, Mailboxes, Recovery, Backup, Skype
VOIP/Mobile issues
SharePoint Issues
VPN/Exchange Issues
Citrix
Skype
Salesforce
SCCM Software distribution and patch management
IFS Applications 8
Other Business Specific Application Support

Request for Software


Request for Hardware/Accessories
Iphone / Mobile Requests and Configuration Mobile Device Management
Request for other licensed software
Requests for Laptops and accessories
Requests for Monitors
FACE Termination - (Business Specific) System Id Deletion
FACE New Hire -(Business Specific) System Id Creation
FACE Internal Movement - (Business Specific) System Id Movements

TechM - Internal

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