Company Name: Deloitte delo
Designation : IT Service Desk Analyst
Experience: Freshers
Qualification: Any Graduates
Location: Hyderabad
Salary: as Per Industry
Job Details:
1. Webchat and email customer liaison, call logging and incident resolution
2. Distribution of incidents to tier-2 analysts
3. Provision of a high first time fix rate to allow practitioners to work effectively
4. Responsible for presenting a customer focused approach within the department
5. Responsible for delivering clear policy messages as appropriate
6. Responsible for helping to manage inbound interaction queues and keep wait times to within agreed SLA’s
7. Highlighting of trends in incidents and matching of known errors and problems so that root causes can be investigated
8. Liaison with other Shared Services Organisation teams as appropriate
Requirements:
1. Graduate
2. Previous IT Service Desk experience
3. Experience of the core Microsoft Office packages is essential
4. Microsoft qualifications / ITIL qualification preferred
Experience in providing remote support of:
1. Microsoft Windows 7 and Windows 8
2. Microsoft Office (including Outlook) 2007 and 2010
3. Remote access (dial up / wifi / 3G / Broadband / VPN)
4. Hardware (desktop, laptop, printer, smartphone’s)
5. TCP / IP Networking
Knowledge of:
1. ITIL processes (ITIL v3 foundation qualification desirable)
2. Lotus Notes
3. Active Directory
4. SAP
5. Working with call logging systems (e.g. ServiceNow/Remedy/Marval)
6. Apple MAC
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