Service Desk Analyst (Plano)
Tech Mahindra, Plano, TX, United States
Position - Service Desk - Technical Support role
Work Mode:
Hybrid ( 1 Day Office, 4 Days Home)
Work location – Plano, TX
Payrate - $16.82/hr USD + Benefits
Job details:
Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience.
Possible career progression for right candidates.
Qualifications:
Excellent Customer Service/Phone Skills
Excellent Communication Skills - both written and verbal
Tier 1 support for Enterprise/IT applications
Experience of working within ServiceNow
Understanding of ITIL practices
Willingness to work in a 24/7 environment.
Responsibilities:
To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web, and chat.
Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
Ensure Customer Service Level Agreements are met or exceeded.
Respond to customer enquiries in a timely and efficient manner.
Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.
Execute transactions as per prescribed guidelines and timelines.
Ensure customer/user confidentiality and data protection at all times.
Work Mode:
Hybrid ( 1 Day Office, 4 Days Home)
Work location – Plano, TX
Payrate - $16.82/hr USD + Benefits
Job details:
Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience.
Possible career progression for right candidates.
Qualifications:
Excellent Customer Service/Phone Skills
Excellent Communication Skills - both written and verbal
Tier 1 support for Enterprise/IT applications
Experience of working within ServiceNow
Understanding of ITIL practices
Willingness to work in a 24/7 environment.
Responsibilities:
To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web, and chat.
Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
Ensure Customer Service Level Agreements are met or exceeded.
Respond to customer enquiries in a timely and efficient manner.
Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.
Execute transactions as per prescribed guidelines and timelines.
Ensure customer/user confidentiality and data protection at all times.