Help Desk Analyst

Location: Bangalore, India, United States
Date Posted: 11-03-2017
Position Title:  Help Desk Analyst
Location: Bangalore, India

Job Description:
  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers' expectations
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services
  • Identify, research, and resolve simple and complex technical problems.
  • Ensure that all support requests are well documented in the IT ticketing system from the creation of the ticket to the successful resolution.

Must Have attributes:
  • Proven working experience in providing help desk support
  • Proficiency in English
  • Working knowledge of help desk software, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • 2+ years technical experience supporting Windows infrastructure
  • 2+ years technical experience supporting Linux infrastructure
  • Excellent verbal and written communication skills.
  • Exemplary customer service skills and communication etiquette.
  • Understanding of Help Desk KPI's and metrics.

Nice to have attributes:
  • knowledge of IT Service Management practices and principles
  • 3+ years technical experience supporting Windows infrastructure
  • 3+ years technical experience supporting Linux infrastructure
  • 2+ years experience supporting SaaS, Data Center, and/or co-location infrastructure operations
  • Strong analytical skills.
  • 2+ plus years of experience providing support to users in a managed services environment.
  • In-depth knowledge and experience working in an IT Support Service Center.
  • Working experience and knowledge of working in a data center environment
  • Willingness to learn in a fast paced environment, self-motivated and attention to detail
  • Experience providing direct customer support
  • Detail-oriented and ability to meet deadlines, Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to use judgment to make good decisions
  • Bachelor's degree preferred

Thanks and Best Regards,

Central Business Solutions, Inc(A Certified Minority Owned Organization)
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Central Business Solutions, Inc
37600 Central Court Suite 214 Newark CA, 94560
Phone: (510)-713-9900, 510-573-5500 Fax: (510)-740-3677
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