4,576 Service Desk Analyst jobs in India

Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

Join Our Team and Be a Catalyst for Change!

We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

Job Summary

The primary purpose of the Service Desk Analyst is to handle client inquires and resolve the client issues in a timely manner while providing outstanding customer service

Primary Duties & Responsibilities

• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelliteach script, spelling, grammatical, and related guidelines);
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines)
• Escalate unresolved issues to the appropriate channels
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

Other Duties

• Performs other duties as assigned by management
• Provide backup support to other team members
• Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values.

Requirements

• Bachelor’s degree is a must
• 2 years of general office experience
• 2 years of customer service experience
• Dexterity in using the computer keyboard and mouse while seated at a desk is required. Specific vision abilities required by this job include close vision, depth perception and ability to focus.
• Ability to perform computer functions and to operate basic office equipment.
• Must be able to speak English clearly and be articulate via calls; be able to read and write English.

OVERVIEW

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

DESCRIPTION

• Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
• Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.
• Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.
• Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues to appropriate teams and resources, as applicable.
• Accurately process and record the communication on the Service Desk ticket.
• Where appropriate, offer alternative solutions to retain customers’ and clients’ business.
• Organize thoughts and communicate verbal messages appropriate to listeners and situations.
• Follow up timely and make callbacks as scheduled, where necessary.
• Stay current with system information, changes, and updates.
• Progress team members’ tickets during their absence or when progress is requested.
• Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.
• Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.

REQUIRED SKILLS

• Knowledge of customer service principles and practices.
• Phone etiquette.
• Effective listening skills.
• Ability to speak and write clearly and accurately.
• Multi-tasking capabilities.
• Strong reasoning and analytical skills.
• Knowledge of computer fundamentals, web applications, and troubleshooting skills.
• Willingness to co-operate with others and work for the greater good.
• Demonstrated proficiency in grammar and typing skills.

REQUIRED EXPERIENCE AND QUALIFICATION

• Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.
• Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.

DESIRED SKILLS AND EXPERIENCE

• An year of Phone or Email or Chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience
• Work experience in the Pharma industry is a plus

OVERVIEW

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

DESCRIPTION

• Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
• Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.
• Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.
• Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues to appropriate teams and resources, as applicable.
• Accurately process and record the communication on the Service Desk ticket.
• Where appropriate, offer alternative solutions to retain customers’ and clients’ business.
• Organize thoughts and communicate verbal messages appropriate to listeners and situations.
• Follow up timely and make callbacks as scheduled, where necessary.
• Stay current with system information, changes, and updates.
• Progress team members’ tickets during their absence or when progress is requested.
• Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.
• Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.

REQUIRED SKILLS

• Knowledge of customer service principles and practices.
• Phone etiquette.
• Effective listening skills.
• Ability to speak and write clearly and accurately.
• Multi-tasking capabilities.
• Strong reasoning and analytical skills.
• Knowledge of computer fundamentals, web applications, and troubleshooting skills.
• Willingness to co-operate with others and work for the greater good.
• Demonstrated proficiency in grammar and typing skills.

REQUIRED EXPERIENCE AND QUALIFICATION

• Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.
• Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.

DESIRED SKILLS AND EXPERIENCE

• An year of Phone or Email or Chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience
• Work experience in the Pharma industry is a plus

INTERNATIONAL VOICE / NON VOICE is must

• Excellent Communication with International Voice Support experience.
• Hands on experience in Mobility related Application & Desktop/General system related issues
• Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.
• In-depth experience knowledge on MS office/O365
• Experience in Telecom will be added advantage.

Roles & Responsibilities.

• To maintain high efficiency in handling escalated calls from L1 team.
• To resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies
• To ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases
• To update worklogs and follow shift for escalation process and process compliance
• Handling all the queues efficiently and work towards case closure.

OVERVIEW

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

DESCRIPTION

• Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
• Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.
• Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.
• Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues to appropriate teams and resources, as applicable.
• Accurately process and record the communication on the Service Desk ticket.
• Where appropriate, offer alternative solutions to retain customers’ and clients’ business.
• Organize thoughts and communicate verbal messages appropriate to listeners and situations.
• Follow up timely and make callbacks as scheduled, where necessary.
• Stay current with system information, changes, and updates.
• Progress team members’ tickets during their absence or when progress is requested.
• Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.
• Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.

REQUIRED SKILLS

• Knowledge of customer service principles and practices.
• Phone etiquette.
• Effective listening skills.
• Ability to speak and write clearly and accurately.
• Multi-tasking capabilities.
• Strong reasoning and analytical skills.
• Knowledge of computer fundamentals, web applications, and troubleshooting skills.
• Willingness to co-operate with others and work for the greater good.
• Demonstrated proficiency in grammar and typing skills.

REQUIRED EXPERIENCE AND QUALIFICATION

• Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.
• Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.

DESIRED SKILLS AND EXPERIENCE

• An year of Phone or Email or Chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience
• Work experience in the Pharma industry is a plus

Welcome to Frontline Managed Services – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

Join Our Team and Be a Catalyst for Change!

We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

Job Summary

The primary purpose of the Service Desk Analyst is to handle client inquires and resolve the client issues in a timely manner while providing outstanding customer service

Primary Duties & Responsibilities

• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelliteach script, spelling, grammatical, and related guidelines);
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines)
• Escalate unresolved issues to the appropriate channels
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

Other Duties

• Performs other duties as assigned by management
• Provide backup support to other team members
• Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values.

Requirements

• Bachelor’s degree is a must
• 2 years of general office experience
• 2 years of customer service experience
• Dexterity in using the computer keyboard and mouse while seated at a desk is required. Specific vision abilities required by this job include close vision, depth perception and ability to focus.
• Ability to perform computer functions and to operate basic office equipment.
• Must be able to speak English clearly and be articulate via calls; be able to read and write English.

OVERVIEW

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

DESCRIPTION

• Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
• Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.
• Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.
• Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues to appropriate teams and resources, as applicable.
• Accurately process and record the communication on the Service Desk ticket.
• Where appropriate, offer alternative solutions to retain customers’ and clients’ business.
• Organize thoughts and communicate verbal messages appropriate to listeners and situations.
• Follow up timely and make callbacks as scheduled, where necessary.
• Stay current with system information, changes, and updates.
• Progress team members’ tickets during their absence or when progress is requested.
• Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.
• Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.

REQUIRED SKILLS

• Knowledge of customer service principles and practices.
• Phone etiquette.
• Effective listening skills.
• Ability to speak and write clearly and accurately.
• Multi-tasking capabilities.
• Strong reasoning and analytical skills.
• Knowledge of computer fundamentals, web applications, and troubleshooting skills.
• Willingness to co-operate with others and work for the greater good.
• Demonstrated proficiency in grammar and typing skills.

REQUIRED EXPERIENCE AND QUALIFICATION

• Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.
• Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.

DESIRED SKILLS AND EXPERIENCE

• An year of Phone or Email or Chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience
• Work experience in the Pharma industry is a plus