Job Description

JOB DESCRIPTION: Job Title: IT Service Desk Analyst (International Voice Process) Location: Chennai Job Type: Contract Department: IT Support Reports to: Service Desk Manager Job Overview: We are looking for a highly skilled and customer-oriented IT Service Desk Analyst to join our team. The ideal candidate should have experience working in an international voice process environment and be proficient in using ticketing tools to handle and resolve IT-related queries. You will be the first point of contact for end-users across global locations, providing troubleshooting support, resolving technical issues, and delivering exceptional customer service. Key Responsibilities: Customer Support & Troubleshooting: Provide first-line technical support for all IT-related issues, including software, hardware, networking, and user access issues. Resolve issues through phone, email, or remote support. International Voice Process: Manage customer requests from diverse international locations. Effectively communicate with users in a clear and professional manner, understanding their needs, and guiding them through the resolution process. Incident Management: Log and prioritize incidents in the ticketing tool , ensuring accurate and timely resolution. Escalate complex issues to senior technical teams as necessary. Ticketing System Utilization: Utilize the ticketing system (e.g., ServiceNow, JIRA, FreshService, etc.) to track, update, and close incidents. Maintain detailed records of customer issues, solutions, and follow-ups. Knowledge Base Management: Contribute to the knowledge base by documenting solutions and troubleshooting steps. Share tips and best practices with the team to enhance service delivery. Service Level Agreement (SLA) Adherence: Ensure that incidents and requests are resolved within the agreed SLA timelines. Provide regular updates to users on the status of their requests. User Training & Support: Assist with user onboarding and provide training on basic IT tools and systems, including software installation, password resets, and access management. Collaboration: Work closely with cross-functional teams, including IT, networking, and security, to ensure smooth service delivery and escalate issues as needed. Continuous Improvement: Identify opportunities to improve processes and enhance the customer experience. Participate in regular training to stay up-to-date with new technologies and best practices. Qualifications & Requirements: Experience: Minimum of 2 years of experience in an IT Service Desk or Help Desk role, preferably in an international voice process environment. Hands-on experience working with ticketing systems (e.g., ServiceNow, JIRA, Remedy, etc.). Technical Skills: Proficient in troubleshooting a wide range of IT issues, including hardware, software, operating systems (Windows, MacOS), and networking (VPN, Wi-Fi, etc.). Familiarity with common IT tools, such as Active Directory , Microsoft Office 365 , and remote desktop software. Communication Skills: Strong verbal and written communication skills, with the ability to clearly explain technical issues to non-technical users. Experience working in an international voice process or providing phone-based customer support. Problem-Solving Skills: Excellent analytical and troubleshooting skills to resolve complex technical issues effectively. Customer Service Orientation: A customer-first mindset, with a focus on providing timely and effective solutions. Certifications (Preferred but Not Required): ITIL Foundation Certification. CompTIA A+ or equivalent certifications. Working Conditions: Flexible shifts to accommodate international customer time zones. Remote working opportunities may be available. Benefits: Competitive salary. Health, dental, and vision insurance. Paid time off and holidays. Opportunities for professional growth and certification training.