Service Desk Analyst

The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents1 Year fixed term Key Skills Required:• IT Service Desk experience 1-5yrs• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)• Understanding of Windows operating system• Assisting with configuring/troubleshooting of Software and Hardware• Experience working with ServiceNow to log, track, close tickets• Experience in resolving IT issues via phone/email/chat• Excellent telephone etiquettes and customer service• Excellent troubleshooting skills• Knowledge of Microsoft based operating systems with emphasis on Windows X• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.• Basic understanding of PC hardware set-up and configuration.• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts• Willingness to work in 16x5 support environment – Voice Support• Excellent time management skills and ability to work under pressure• Continuous commitment to professional development• Language Requirements – English + Hungarian/Polish/RussianKey Accountabilities:• To provide 1st line technical support, answering support queries via phone, email, Chat and Web• To maintain a high degree of customer service for all support queries and adhere to all service management principles.• To take ownership of user problems and be proactive when dealing with user issues.• Logging / verifying customer details• Identifying the issue and categorizing / prioritizing the incident• Creating a ticket in CRM tool like ServiceNow• Referring KB for workaround / resolution and attempting resolution• Strong interpersonal skills are a prerequisite.• Ability to work effectively in a dispersed team and individually.• Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)• Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)• Routing / Chasing tickets with other Resolver groups• Recording trend of calls and identifying outages proactively• Callbacks for customer not reachable cases & customer request• Identifying the trend of calls / tickets and highlighting it to L1.5/ Team Lead as applicable for outage confirmation• Creating child tickets and tagging them with problem tickets• Callback the user and confirm resolution (wherever applicable)• Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber/ Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW• Handling issues using Remote tools.• Makes recommendations for updates to the KB database