GP Strategies Corporation

Service desk Analyst

Job Location:  Chennai
Job Description:  SkillSet: " active directory", " corporate purchasing", " customer service", sla, " staff development".

Essential Duties and Responsibilities

- Acknowledge receipt of all user tickets within defined Service Level Agreements (SLAs).

- Maintain defined Key Performance Indicator (KPI) levels.

- Take phone calls from end users and 3 rd parties.

- Log detailed descriptions of issues into the ServiceDesk ticket system.

- Take ownership of tickets and manage them through to closure.

- Communicate with users to collect information about problems; investigate user problems and identify their source; determine possible solutions; test and implement solutions.

- Perform procedural IT related tasks such as unlocking user network accounts, resetting passwords, create user network accounts in AD and Exchange (O365), creating Skype for Business accounts.

- Perform troubleshooting steps in order to resolve incidents raised with the Service Desk.

- Work with corporate purchasing and accounting teams to ensure all required information is processed correctly

- Ability to understand business requirements, and suggest IT solutions

- Excellent customer service skills, at all levels from VIP Down

- Self Starter, with good IT knowledge and ability to take on new solutions without guidance

- Undertake ad-hoc project work when required.

- Ability to work in high pressure environments, and to maintain a clear head and respond appropriately

- Experience of working with difficult customers, within a policy driven environment

- To participate in the staff development programme within the framework of IIP and within the agreed individual staff development plan.

- To ensure that the Equal Opportunity, Health and Safety and Quality Procedures are adhered to within your area of responsibility and that any non-compliance is reported to the appropriate level of Management.

To ensure that the corporate values of the Company are actively promoted and implemented at all

- Knowledge of the following tools:

o MS Windows 7 10

o Active Directory

o MS Exchange

o Office 365

- Highly organised with the ability to prioritise a variety of tasks/deliverables

- Microsoft Office experience in a working environment.

- Desire to offer outstanding customer service.

- Attention to detail.

- Excellent inter-personal skills.

- Experience of liaising with 3 rd party suppliers.

- Ability to follow direction without question.

- Ability to work without direct supervision.

- Ability to maintain sound and effective working relationships.

- CompTIA A+

-or-

Microsoft Technology Associate (Mobility and Devices Fundamentals) Certification

,
Functional Area:  Network / System Administration,Technical Support / Helpdesk
Experience:  1 - 3 years
Qualification:  ("Graduation in any field")
Salary:  3.0 Lakh to 6 Lakh INR
 
GP Strategies Corporation
Job Ad publication date: 22 Jan 2021