FAQs
What is the experience requirement for this job?
The job requires 2 to 4 years of experience.
Where are the job locations for this position?
The locations for this position are Chennai, Coimbatore, and Bengaluru.
What is the primary role of a Service Desk Analyst?
The primary role is providing first level support through calls, web, chat, and email, and handling incidents or Service Requests using the incident management and service request fulfillment processes.
What are the responsibilities regarding incident management?
Responsibilities include incident management (first level resolution) for end-user queries, recording transactions in the Remedy ticketing tool, and maintaining SLA/KPIs.
How should quality and performance be maintained in this role?
Analysts are expected to adhere to quality guidelines, maintain SLA/KPI targets, and enhance customer satisfaction.
What should an analyst do if they encounter an issue they cannot resolve?
Analysts should escalate issues to Leads if they are unable to resolve them, if solutions are not in the database, or if faced with difficult or unhappy end users.
What contribution is expected towards knowledge management?
Analysts should contribute to knowledge management by updating or creating knowledge articles and participating in knowledge sharing sessions.
Are there any compliance requirements for this role?
Yes, adherence to security and compliance requirements is mandatory, as well as following communication etiquettes.
What is the role of a Service Desk Analyst in batch process monitoring?
The analyst is responsible for monitoring in-scope processes/jobs, notifying leads of any challenges, and preparing handover reports at the end of each shift.
Is participation in organizational events required?
Yes, participation in organizational events and knowledge sharing forums is expected.