Service Desk L1 Analyst
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Service Desk L1 Analyst
Ref No.: 18-20752
Location: Cary, North Carolina
Start Date: 03/28/2018
Job Description for Service Desk L1 Analyst
Desired Skills
  1. Exceptional communication and customer handling skills
  2. Experience working with ticketing system.
  3. Strong analytical skills and quality conscious
  4. Should work in 24/7 rotational shift timing
  5. Should resolve technical problem (over a phone/Chat or remote systems support)
  6. Basic Understanding of Windows XP/Win 7.
  7. Basic Understanding of Email configuration and support on MS office tools.
  8. VPN troubleshooting and Incident Management.
  9. Basic Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)
  10. Basic Understanding of Network Concepts
  11. Basic Understanding of AD
  12. Basic Understanding of troubleshooting Mobile Devices
  13. Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
  14. Follow the escalation process
  15. Follow the shift hand-over process
  16. Update work logs
  17. Update the knowledge base
  18. Coaching fresher's to be independent
  19. Coaching analysts for correct routing of tickets, capturing critical information
  20. Technically upgrade across versions of environment when required
  21. Adhere to organization policies and procedures