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Service Desk Analyst

4 months ago

Havant, United Kingdom Tomgandhi Consulting Ltd Full time

Job Title: Service Desk Analyst

Location: Havant

Workplace Type: On-site

Employment Type: Contract


Job Description:


  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User account provisioning.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
  • Perform user account management activities.
  • Escalate complex problem to appropriate support specialists.
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate and prioritize customer problems and complaints.
  • May train users and operators on a limited basis and/or may write training procedures.
  • Participate in on-going training and departmental development
  • Routine maintenance updates with other IT staff and business units
  • Provide all required documentation including standards, configurations and diagrams
  • Provide knowledge transfer of Service Desk operations

Technical Requirements

  • Phone support experience necessary.
  • Technical Service desk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Vision
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and blackberry support
  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Soft Skills

  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Good working knowledge of MS OFFICE (Including MS Project and Visio)
  • Should have a great customer handling skills
  • Able to handle unforeseen situations
  • High level of acceptance
  • Can drive HCL’s value and its methodology

Other Skills / Experience

  • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
  • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
  • Ability to learn new information quickly and the willingness to do so at all times.
  • Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
  • Customer Focus
  • Teamwork
  • Technical Expertise
  • Interpersonal Effectiveness
  • Concern for Order and Quality


Note: Interested candidates can Send CV to harika.bellamkonda@anantha.co.in