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Service Desk Analyst (L1 / L2)

Keywords / Skills : Networking, ITIL, Windows Troubleshooting, Network Troubleshooting, Active Directory, Service Desk, IT Support, Service Management, Client Support, Communication Skills, Service Desk analyst, Helpdesk, It Helpdesk, help desk, Helpdesk Coordinator

0 - 5 years
Posted: 13th Sep 2017

Job Description
Role: Service Desk analyst(L1/L2)

Experience: Fresher

Qualification: Any Non Engineering Graduate/ Diploma

Skill set required:

Should be flexible to work in 24/7 rotational shifts.

Knowledge of Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting

Knowledge of ITIL Service Management best practices. (Good to have)

Excellent communication skills.

Should be able to understand client support requirements and respond

Key Responsibilities:

Resolve / fulfill incoming Service Desk incidents and requests from internal staff

Provide IT support for many technologies (mostly Microsoft) to a wide user base

Handling incoming telephone calls, emails and self-service tickets in a customer friendly and professional manner

Record all actions, conversations and work undertaken in the IT Service Management Tool (Service Now) Within Service Now, use the knowledge base for known errors and work around to aid diagnosis or resolution.

About Company

Hexaware is a global provider of disruptive IT & IT-enabled services, complex technology solutions and Business Process services. The company is dedicated in helping fortune 500 companies and larger enterprises in solving their toughest business challenges and enabling business transformation, leveraging its specialized automation-led services and ‘Shrink IT Grow Digital’ strategy. Hexaware focuses on key domains such as Banking and Financial Services, Healthcare and Insurance, Travel and Transportation and Manufacturing & Consumer and specializes in an array of services such as Application Transformation Management, Application Management Services, Enterprise Solutions, Business Intelligence & Analytics, Digital Assurance, Infrastructure Management Services, Digital and Business Process Services.
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