Service Desk Analyst @ Yodlee

Role Summary

Serving as the first point of contact for end-users seeking technical assistance over the phone/email/chat
Performing remote troubleshooting through diagnostic techniques
Determining the best solution based on the issue and details provided by end-users

Role Description
Responds to all calls received by the Service Desk (Phone, Email, Chat, Web) and ensures that each Service Desk call received is logged.
Provide a round-the-clock contact for all support related issues providing advanced first level technology support
First point of contact for providing support for all IT applications and systems to internal end users.
Applies knowledge of information systems and services to investigate and identify applications, systems and network problems. Uses tools, techniques and knowledge bases to resolve issue.
User administration in Active Directory, Office 365 and other user management tools.
Support incident resolution process and focus on problem resolution priorities seeking to minimize incidents.
Follows escalation processes and refers more difficult and time consuming issues to the next corresponding support group when appropriate.
Assists in special product-related issues as needed.
Coordinate with Vendor support for hardware replacements.
Ability to manage multiple high priority initiatives in a fast paced technology environment.
Demonstrate high level of ownership and provide support for significant/major incidents.
Ensure changes made across systems within Infrastructure/applications are cascaded to various levels for impact readiness and resilience.
Provides accurate solutions to user problems to ensure users productivity.
Informs users of any global problems or system outages.
Maintains a professional Service Desk image at all times being courteous and helpful.

Exposure and Experience
Good understanding of how the IT ServiceDesk function integrates with other IT functions in accomplishing the desired results in the required areas.
Ability to work autonomously
Assertive communication skills with the ability to communicate effectively over the phone, interpersonally and written
Good time management, strong analytical and problem-solving skills
Willingness to work in 24/7 environment & night shifts
Current Microsoft certifications and working knowledge of ITSM and ITIL service management foundation would be an advantage
Education: B. Tech/ MCA

Knowledge and Skills
Excellent Communication Skills
Problem Solving
Logical Thinking and Reasoning
Analytical Ability

Proficient in Windows
Troubleshooting difficult IT Problems without SOPs

Essential Competencies
Conscientiousness
Learning Agility
Result Orientation
Attention to detail
Perseverance
Teamwork