Service Desk Analyst

In this role as a ServiceDesk Analyst-IT Service Desk located in Hyderabad with 3+ years of experience, you will be responsible for assisting end users on application problems, desktop, laptop issues, or system administration issues. Your key responsibilities will include: - Diagnosing, prioritizing, troubleshooting, and resolving IT incidents and requests reported by users via telephone and emails. - Identifying and escalating tickets requiring urgent attention and action. - Performing initial triage and troubleshooting steps following SOP to determine the root cause of alerts generated. - Tracking and documenting all issues and resolutions in detail within the ticketing system. - Dealing with and resolving helpdesk requests. - Taking ownership of user problems, resolving them on behalf of the user, and communicating progress in a timely manner. - Maintaining a high degree of customer service for all support queries and adhering to service management principles. - Being open to working in a 247 environment with rotating shifts and week-offs. - Demonstrating the ability to manage stressful situations and adapt to rapidly changing environments and requirements. - Thriving in a fast-paced, multi-cultural, customer-oriented environment. - Ensuring exceptional documentation and communication skills. - Providing basic and intermediate level troubleshooting as needed to support service desk tickets. - Offering standard applications support for applications like Outlook mail, MSSuite, Google Workspace, VPN, Browsers, etc. - Continually developing and maintaining technical skills to ensure high-quality levels of technical support for end users. The expertise you are expected to bring includes: - Demonstrated problem-solving capabilities. - Adherence to Service Level Agreements and follow-up on tickets in a timely manner. - Flexibility to work in a 247 environment with rotating shifts and week-offs, including holidays. - Self-motivation to provide excellent customer service. - Awareness of basic networking concepts such as DHCP, IP address, DNS, TCP\IP, VPN, and related technologies. - Excellent organizational skills. In addition to the role specifics, the company offers benefits such as: - Competitive salary and benefits package. - Culture focused on talent development with growth opportunities and company-sponsored higher education and certifications. - Opportunity to work with cutting-edge technologies. - Employee engagement initiatives including project parties, flexible work hours, and Long Service awards. - Annual health check-ups. - Insurance coverage for group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents. Persistent is an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. In this role as a ServiceDesk Analyst-IT Service Desk located in Hyderabad with 3+ years of experience, you will be responsible for assisting end users on application problems, desktop, laptop issues, or system administration issues. Your key responsibilities will include: - Diagnosing, prioritizing, troubleshooting, and resolving IT incidents and requests reported by users via telephone and emails. - Identifying and escalating tickets requiring urgent attention and action. - Performing initial triage and troubleshooting steps following SOP to determine the root cause of alerts generated. - Tracking and documenting all issues and resolutions in detail within the ticketing system. - Dealing with and resolving helpdesk requests. - Taking ownership of user problems, resolving them on behalf of the user, and communicating progress in a timely manner. - Maintaining a high degree of customer service for all support queries and adhering to service management principles. - Being open to working in a 247 environment with rotating shifts and week-offs. - Demonstrating the ability to manage stressful situations and adapt to rapidly changing environments and requirements. - Thriving in a fast-paced, multi-cultural, customer-oriented environment. - Ensuring exceptional documentation and communication skills. - Providing basic and intermediate level troubleshooting as needed to support service desk tickets. - Offering standard applications support for applications like Outlook mail, MSSuite, Google Workspace, VPN, Browsers, etc. - Continually developing and maintaining technical skills to ensure high-quality levels of technical support for end users. The expertise you are expected to bring includes: - Demonstrated problem-solving capabilities. - Adherence to Service Level Agreements and follow-up on tickets in a timely manner. - Flexibility to work in a 247 environment with rotating shifts and week-offs, including holidays. - Self-motivation to provide excellent customer service. - Awareness of basic networking concepts such as DHCP, IP address, DNS, TCP\IP, VPN, and related technologies. - Excellent organizational skills. In addition to the role sp