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**Service Desk Analyst**
**Job ID #:** 15605
**Location:** India-Bangalore
**Functional Area:** Technology-IT
**Department:** IT - Infrastructure
**Position Type:** International Full Time
**Education Required:** Bachelors Degree
**Experience Required:** 3 - 5 Years
**Relocation Provided:**
**Position Description**
**Job Overview:**
The Service Desk Analyst – I will provide first line technical support to internal staff of Concur and in some cases SAP. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff’s technical issues, which may range from straightforward to more complicated technical issues related to software, hardware, Microsoft Office applications, Concur internal applications, Windows, Macintosh etc.
**Position Requirements**
**Responsibilities:**
+ The IT Service Desk Analyst - I should provide first level technical support to the internal staff of Concur and in some cases SAP.
+ Handle first-level incident / Service Request and resolution on incidents and queries within a stipulated time limit without compromising on quality parameters.
+ Timely escalation of incidents/Service Requests to desktop support and other application teams as and when required.
+ 1st level support for technical issues related to software, hardware, Microsoft Office applications, Concur internal applications, Windows, Macintosh etc.
+ Troubleshoot basic network issues for office as well as remote users.
+ Log all calls in the Service Desk Call Logging or ticketing system, Service Now.
+ Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner.
+ To maintain a high degree of customer service for all support queries and adhere to all service management principles.
+ Undergo skill enhancing trainings located in Success Map and Lynda apart from mandatory Security and Process trainings.
+ Basic knowledge on Active Directory.
+ Coordinate with various support groups and NOC as and when required for the quicker resolution of issues/tickets.
**Education, Experience & Training required:**
+ Bachelor’s or Master’s Degree in Information Technology / Computer Science (B.Sc. in Computer Science, BCA, MCA or equivalent preferred).
+ 1 – 3 years of experience in Voice-based Technical Support, preferably in Service Desk set up.
+ MCSA, MCITP, ITIL Certifications preferred.
+ Demonstrate excellent problem solving and technical troubleshooting skills in desktop, laptop, printers, cisco phones, networking etc.
+ Experience on working in a team-oriented, collaborative environment.
+ Experience in working with cross functional teams to help resolve user reported issues.
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