• Service Desk Analyst Jobs in Hyderabad,India - 23832318

  • Invesco Pvt Ltd

Job Description:

Job Purpose (Job Summary) To provide a courteous, highly-responsive and professional service desk support to our partners in the business community and function as 1st level support for the IT department globally

Key Responsibilities/ Duties

§  Respond promptly and courteously to verbal, written and electronic requests for assistance from partners and gain a clear understanding of the problem presented so that an accurate diagnosis can be made by colleagues

§  Independently log requests quickly and accurately, using problem management software, so that requests are assigned to the most appropriate personnel and can be process by them in a timely manner

§  Wherever possible, provide solutions to the partner personally, ensuring that the request has been resolved to the partner’s satisfaction, before closing the ticket

§  Continuously monitor outstanding requests and follow up any that have not been processed within agreed service standards as defined by the department

§  Using the Helpdesk software, log all verbal, written and electronic complaints from partners quickly, courteously and effectively in accordance with standard procedures, ensuring they are processed within appropriate timescales, so that user satisfaction is fulfilled

§  Assist in monitoring and analyzing logged call statistics to identify any trends or problem areas for management attention

§  Performs operational task and monitors automated procedures to ensure successful performance of the IT Service Systems which includes the automated scheduling solution

§  Contribute to ways of improving service and assist in the implementation of changes as necessary

§  Monitors computer hardware, software and environmental factors impacting the performance of the systems  Reports problems according to defined procedures

§  Participates in moving and installing IT Services equipment and software

§  Keeps other IT Services staff members informed of systems issues through the internal IT Services pager system (MIR3)  Ensures that all information is accurate and current Escalate issues to proper support teams when appropriate

§  Participate in troubleshooting efforts with support personnel on factors impacting production    systems

  §  Hours may include evenings and/or weekends and may include 24 hour a day on call support by pager and/or cell phone

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry :
  • Any Process - Intern
  • Functional Area : Operations/Customer Service/Telecalling/Backend
    Role :
  • Salary : As per Industry Standards
    Deadline : 15th Apr 2020

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