Service Desk Analyst

Who we are?At Hexaware Technologies, we are a leading global IT Services company, dedicated to driving digital transformation and innovation for businesses around the world. Founded in 1990, Hexaware has grown into a global trusted partner for enterprises, offering comprehensive AI empowered services including IT Consulting, Application Development, Infrastructure and Cloud Management and Business Process services.At Hexaware we are a community of creative, diverse, and open-minded Hexawarians creating smiles through the power of great people and technology.We pride ourselves on our people-centric culture and commitment to sustainability. Our diverse team of over 30,000 professionals across 30 countries is driven by a shared passion for innovation and excellence. We foster a collaborative environment where creativity and continuous learning are encouraged, enabling our employees to thrive and grow.Just so you know...You do not need to be perfect or have perfect qualifications to apply for this job – nobody is!We believe that you do not need to match every requirement for the job position to make a valuable contribution to our team. We want to hear from you if you have the passion and potential to drive our mission forward! At Hexaware, we are committed to building and fostering a team with diverse backgrounds, experiences and skills. We value diversity and inclusion and strive to create a workplace where everyone feels welcome and supported. If you require any reasonable adjustments during the application process, please let us know.What would you do?Service Desk AnalystPrimary SkillsGraduate with Minimum 3+ years of experience in service DeskExcellent communication and conversation skills in English with a Versant Score of 70Good Knowledge of Incident, Change and Problem ManagementManage Service Desk activities, including:Owning overall responsibility for Incident and Service Request process handling on the Service DeskLiaise with the Service ManagerHelp with the development and issuance of Service Desk Operational ReportsLiaise with the designated Change lead as requestedLogging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etcTriage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priorityTrack the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanismAnalyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.Attend voice callsGood Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.Use Remote Desktop to assist the end users as required.Good Knowledge on O365 products.Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedureExperience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issuesMonitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.Proactive problem management is an added advantage.Good Knowledge and proven skills in Vendor ManagementGood Knowledge on ZOHO ITSM toolSoft SkillsShould possess excellent customer handling skillsAbility to handle unforeseen situationsHigh level of acceptance and understanding in dealing with end users and situationsCertificationsCandidate to be ITIL certifiedWhat you’ll get from us:Competitive SalaryCompany Pension SchemeComprehensive Health InsuranceFlexible and hybrid working options dependent on Customer requirements.24 days paid annual holidays + public holidays.Professional Development and Training OpportunitiesEmployee Assistance Program (EAP)Diversity, Equity, and Inclusion InitiativesCompany Events and Team-Building ActivitiesEqual Opportunities Employer:Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race including colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.Find out more at Hexaware.com.