Helpdesk Analyst L1

Posted 10y ago

Exceptional communication and customer handling skills
Experience working with ticketing system.
Strong analytical skills and quality conscious
Should work in 24/7 rotational shift timing
Should resolve technical problem (over a phone/Chat or remote systems support)
Basic Understanding of Windows XP/Win 7.
Basic Understanding of Email configuration and support on MS office tools.
VPN troubleshooting and Incident Management.
Basic Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)
Basic Understanding of Network Concepts
Basic Understanding of AD
Basic Understanding of troubleshooting Mobile Devices
Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
Follow the escalation process
Follow the shift hand-over process
Update work logs
Update the knowledge base
Coaching fresher’s to be independent
Coaching analysts for correct routing of tickets, capturing critical information
Technically upgrade across versions of environment when required
Adhere to organization policies and procedures

At least 6 months of helpdesk experience (PC troubleshooting)

Skills