The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user's problems, which may range from straightforward to more complicated technical issues.

Key responsibilities

• Act as a single point of contact for phone calls, tickets, chat and emails from users regarding IT issues and queries
• Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
• Ensure that issues are resolved within ticket life cycle
• Co-ordination between users and resolver groups (if necessary)
• Incident handling and escalation management
• Work independently and within a team
• Communicate well with internal and external contacts
• Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
• Adhere to Tech Mahindra and client's procedures, policies and guidelines
• All KPI related tasks must be followed & adhered to avoid business impact
• To ensure that breaks are pre-approved by SME, Team Leader or Manager
• Strong problem resolution skills
• Escalate unresolved calls/tickets/Emails to the resolution support team
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

 Skills/qualifications required       

• Certifications (Optional) ITIL, MCSE, Software Development/Application support
• Level of expertise L1 – L2  Remote Support
• Excellent communication skills and telephone manner
• Application/Infrastructure Support: Prior experience in Application/Infrastructure support/Software development, IT Service Desk
• IT Awareness: Understanding of SDLC, database technology, OS components would be useful
• Tools: Hand on experience on ITSM tools like Service Now, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk
• ITIL: Knowledge of ITIL processes and procedures would be an added advantage
• SAP - Application Support - optional
• B2 Italian language level
• Should be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Problem solving abilities, strong logical analytics

 Apply now and join a team where your skills make a difference every day.