IT Service Desk Analyst || Chat Support

As an IT Service Desk Analyst (Chat Support), you will be responsible for providing first-level technical support to end users through real-time chat. Your role will involve ensuring timely resolution, excellent customer experience, and adherence to ITIL-based incident management processes. Key Responsibilities: - Provide 1st level support via chat for hardware, software, network & account-related issues. - Log, categorize, and prioritize incidents and service requests in the ITSM tool. - Troubleshoot common issues related to Windows OS, apps & devices. - Escalate unresolved issues to L2/L3 teams following standard procedures. - Deliver high-quality, customer-centric support with adherence to SLA and metrics. - Provide step-by-step guidance and knowledge-based solutions to users. - Accurately document incidents, troubleshooting steps, and resolutions. - Contribute to continuous improvement through feedback and knowledge articles. - Adhere to all internal Key performance indicators & productivity. Qualifications Required: - Total Experience: Minimum 2 years of overall experience in IT / Support area. - Relevant Experience: Minimum 1 year of experience in IT Service Desk Chat process. - Educational Qualification: Bachelor's Degree (CSE, IT & ECE preferred). - Certifications (good to have): ITIL Foundation, CCNA, Microsoft certifications. In addition to the above, you should possess the following skills and competencies: Technical Skills: - Strong analytical and problem-solving ability. - Ability to multitask and handle multiple chat conversations simultaneously. - Operating system: Windows 10/11 & Basic Mac OS (added advantage). - Application & software: MS Office applications, Browser, voice tools, etc. - Network: Connectivity, VPN, LAN/WAN, etc. - Hardware: Laptop, Desktop, Router, Peripherals & Mobile Phone. - Hands-on experience in tools: Service now, Active Directory & O365. Communication Skills: - Excellent written English communication. - Ability to articulate solutions clearly and professionally. - Strong customer handling and empathy skills. - Typing speed of 35-45 WPM with high accuracy (preferred). Soft Skills: - Customer-first mindset. - Ability to work under pressure. - Positive attitude and willingness to learn. - Team player with adaptability in dynamic environments. As an IT Service Desk Analyst (Chat Support), you will be responsible for providing first-level technical support to end users through real-time chat. Your role will involve ensuring timely resolution, excellent customer experience, and adherence to ITIL-based incident management processes. Key Responsibilities: - Provide 1st level support via chat for hardware, software, network & account-related issues. - Log, categorize, and prioritize incidents and service requests in the ITSM tool. - Troubleshoot common issues related to Windows OS, apps & devices. - Escalate unresolved issues to L2/L3 teams following standard procedures. - Deliver high-quality, customer-centric support with adherence to SLA and metrics. - Provide step-by-step guidance and knowledge-based solutions to users. - Accurately document incidents, troubleshooting steps, and resolutions. - Contribute to continuous improvement through feedback and knowledge articles. - Adhere to all internal Key performance indicators & productivity. Qualifications Required: - Total Experience: Minimum 2 years of overall experience in IT / Support area. - Relevant Experience: Minimum 1 year of experience in IT Service Desk Chat process. - Educational Qualification: Bachelor's Degree (CSE, IT & ECE preferred). - Certifications (good to have): ITIL Foundation, CCNA, Microsoft certifications. In addition to the above, you should possess the following skills and competencies: Technical Skills: - Strong analytical and problem-solving ability. - Ability to multitask and handle multiple chat conversations simultaneously. - Operating system: Windows 10/11 & Basic Mac OS (added advantage). - Application & software: MS Office applications, Browser, voice tools, etc. - Network: Connectivity, VPN, LAN/WAN, etc. - Hardware: Laptop, Desktop, Router, Peripherals & Mobile Phone. - Hands-on experience in tools: Service now, Active Directory & O365. Communication Skills: - Excellent written English communication. - Ability to articulate solutions clearly and professionally. - Strong customer handling and empathy skills. - Typing speed of 35-45 WPM with high accuracy (preferred). Soft Skills: - Customer-first mindset. - Ability to work under pressure. - Positive attitude and willingness to learn. - Team player with adaptability in dynamic environments.