Senior Service Desk Analyst

We are seeking a Senior Service Desk Analyst to provide advanced technical support to end-users within Firstsource. The successful candidate will troubleshoot a wide range of IT issues, manage and resolve escalated incidents, and provide training and mentoring to junior team members.

Requirements

• ITSM – Experience using an ITSM tooling such as ServiceNow and have good knowledge of the ITIL framework.
• First-line Support: Acting as the initial point of contact for users seeking technical assistance.
• Troubleshooting: Providing step-by-step guidance to users experiencing technical problems with hardware, software, or network systems.
• Documentation: Maintaining accurate records of reported issues, resolutions, and troubleshooting procedures.
• User Training and Guidance: Assisting users in understanding and using various IT systems, software applications, and tools effectively.
• Software Installation and Configuration: Good knowledge of Active Directory, desktop/laptop hardware, ITIL best practices, and Office 365.
• Hardware Support: Providing support for hardware issues such as laptop, Mobile phones, AV and printer malfunctions, connectivity problems, or hardware failures.
• Incident Management: Following established incident management procedures to ensure timely resolution of technical issues and minimize disruption to business operations.
• Customer Service: Delivering excellent customer service by addressing users' concerns promptly, professionally, and courteously.
• Continuous Improvement: Actively participating in team meetings, training sessions, and knowledge-sharing activities to enhance technical skills and stay updated on emerging technologies and best practices in IT support.
• Leadership: Experience handling escalated issues from junior service desk analysts or Service Desk lead.

Benefits

• Opportunity to work with a global business process services partner
• Chance to solve big challenges with hyper-focused teams and cutting-edge tech
• Professional growth and development opportunities