Service Desk Analyst

3 - 8 Years
Hyderabad

Job Description

The Service Desk Analyst is a critical role within the Global Customer Operations at Columbus Global Services India Pvt Ltd. The Service Desk Analyst is responsible for handling incidents of various priorities, handle internal and external communication, ensuring tickets are logged correctly, assigned and updated in accordance with documented Standard Operating Procedures.

Any candidate electing to pursue the Service Desk Analyst position requires very good verbal and written communication skills partnered with customer relations experience to effectively meet the needs of this demanding and client-facing position within the company. This position requires a keen sense of adherence to process, organization to remain current on all pending service requests/ incidents, and the ability to complete work without constant reminders and supervision. Also, the candidates will be required to work in the rotational shifts.


Following are the key requirements for the position of the Service Desk Analyst:

  • Follow documented SOPs to handle incoming requests from the clients and internal sources.
  • Create and Dispatch Tickets to the right resolver group within the stipulated SLA
  • Provide accurate and timely entry of information and reporting data into the company ticketing system.
  • Follow up on the incidents till resolution as per the SOPs
  • Run and distribute recurring reports at specified intervals without reminder or management intervention.
  • Escalate issues in accordance with the appropriate escalation matrix.
  • Create service requests with minimal to no rework.
  • Answer and respond to all forms of communication as per the SOPs within given SLAs.
  • The Service Desk Analyst will ensure that both client and internal incidents/ service requests are progressing, escalating internally as per the SOPs.
  • Working knowledge of Service Now is an added advantage

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:IT Software - Other

Role Category:Admin/Maintenance/Security/Datawarehousing

Role:Technical Support Engineer

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Columbus Global Services India Pvt. Ltd.

Columbus is a Global IT Consultancy offering business-IT solutions to Food, retail and manufacturing
industries, based on Industry Leading Microsoft Dynamics Platform. We are 2,000 people strong and are
present in 8 countries across Americas and Europe. We help our customers maximize the value realization of
ERP and lead them in the digital business transformation.

We are a very dynamic and busy organization where multitasking, flexibility and adaptability are important
personal competencies. We work in a market where collaboration across departments, across countries and
within project teams is a key skill to master.

We strive for an informal, effective and innovative work environment with skilled and pro-active colleagues
who have a lot of drive and can get the right things done fast.

In Columbus, we are proud and passionate about our people, our products and services. We are strong
believers in creating superior customer experiences, attracting, developing and retaining the best people,
securing quality in everything we do, and accelerating business innovation through digital leadership.
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Contact Company:Columbus Global Services India Pvt. Ltd.