Experienced Professionals - Service Desk Analyst

Responsibilities Attend to support cases via phone, email or online web tools Collect information from users to understand and resolve problems remotely Analyze and categorize incidents to diagnose and resolve them to the best of their ability, and redirect support cases to the right support staff/resource when necessary Advise customers on the appropriate action Utilize available resources and aids in coming up with solutions for problems Accurately log relevant details of all interactions with customers Follow up pending actions from customers and other resources in the organization, and track each call to resolution. Strictly follow support procedures while abiding with privacy guidelines in handling customer information Analyze trends and patterns in incidents, and provide feedback to support managers and the application team Help to maintain the Query and Diagnostics Knowledgebase Conduct customer training Perform other related duties as assigned Qualifications Bachelors degree in IT or related field At least 1-year related experience in Level 2 Technical or Customer Support Ability to communicate in English, verbal or written, in a concise and clear manner Experience in handling international customers Excellent analytical and problem-solving skills Effective listening skills Ability to multi-task and work in a high-pressure environment Knowledge of MS applications Flexible, can adapt to changing shift schedules Amenable to work on weekends and holidays Experience in ITIL Service Delivery a plus Available Shifts EU Shift (1:30 P.M. 10:30 P.M. IST) US Shift (9:30 P.M. 6:30 A.M. IST) AS/AU shift (5:30 AM 2:30 PM IST) Amenable to work on weekends and holidays Conditions Must man his/her workstation for long periods Successful completion of background checking will be required Express Trade Tower, 7th Floor, ALTF Co-Working Spaces, Noida Sector 132