Job Title

Prerequisite- Service Desk Analyst -Bangalore -WFO-Hybrid.Experience -4+ years .3 days a week 24/7 shift and rotationalNotice period-Immediate /10 days. Joining -F2F interview Bangalore locationGood communication skillsExperience in international voice process is mustMust be flexible with Rotational shift including night shiftsBangalore based candidates onlyGraduation is mandatory with no backlogs3days WFO atleastRespond to inbound calls and log incidents and requests for users.Triage emails & self-service incidents and requests at inception, capture all relevant information to arrive at an initial diagnosisPrioritize incidents and requests as per the agreed service level agreementsCall end-users as necessaryExecute resolutions and fulfilment activities as part of FCR that are part of Service Desk responsibilities.Functionally escalate incidents and requests, to respective resolver teamsProactively request updates for incidents and requests which are assigned to resolver teamsSeek end user acceptance of incident resolution and request fulfilment activitiesDocument details and steps taken to resolve an incident or requestProactively suggest knowledgebase articles for consideration of publicationRemotely connect to devices and systems to provide first line support (which include but are not limited to password resets, account and software administration)