Service Desk Specialist
- Synchronoss
- 1 - 3 years
- Bengaluru
- 8 months ago
- Email to a friend
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Job Description
Job Description
Snapshot
Synchronoss, the leader of cloud, messaging, and digital transformation to Telecommunications Media Technology companies.
We transform the way companies create new revenue, reduce costs and delight their subscribers with cloud, messaging and digital transformation products. Synchronoss today supports hundreds of millions of subscribers across the globe.
Synchronoss secure, scalable and groundbreaking new technologies, trusted partnerships and incredible talent change the way TMT customers drive and grow their business.
Our ITSM Operations Team are seeking a Service Desk Analyst with exceptional communication skills who is eager and quick to learn to join our fantastic Service Desk Team.
Our ideal candidate must have great attention to detail, happy to manage Incidents and Service Requests, have good IT troubleshooting skills and the ability to work flexible hours. for our internal customers in a busy and fun environment.
The Service Desk is the first line of support for our internal global Synchronoss employees ensuring all Incidents and Requests are managed in a standardized and timely manner.
The Service Desk team is responsible for the initial response in answering, commenting, and replying to open incidents, wherever possible resolving (first time fix) or ensuring the correct internal IT team(s) are assigned to help address or resolve.
Our ideal candidate will receive supervision and take directions from the Manager and Team Leads.
How you will help:
After completing their training, they will be expected to handle calls, MS Teams chat requests and escalations, and make decisions with minimal guidance from the Manager/Team Leads.
Good clear communication skills you will act as a first point of contact for our users and customers.
Quick thinking with the ability to identify and diagnose user issues, capturing, validating and triaging for further processing.
Categorizing and recording queries in ServiceNow.
Monitoring issues from start to resolution.
Good organizational skills
Answering incoming IT questions from users in person, over the phone or remotely through email and MS Teams chats.
Completing password resets and unlocks.
Performing first time software installations and mobile office setup.
Troubleshooting on hardware and software issues.
Creating FAQ materials and training manuals for end users to easily access
Keeping service desk records up to date
Reviewing process and driving improvements in how we manage future issues
Coordinating with an internal team to ensure that the company is meeting IT requirements
Adherence to all documented Service Desk Standard Operating Procedures (SOP's). Adherence to all documented Service Desk Standard Operating Procedures (SOP's). Ensuring that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
It would be beneficial if you also had experience of MS Office especially Excel, Word and PowerPoint, MS Teams ad ServiceNow.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific duties or tasks does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
What we offer:
Synchronoss is proud to be an equal opportunity employer. As a global company, we value and celebrate diversity and are committed to a workplace free from discrimination and harassment. We take pride in fostering an inclusive environment based on mutual respect and merit. We are at our best when our workforce is dynamic in thought, experience, skill set, race, age, gender, sexual orientation, sexual expression, national origin and beyond.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: SynchronossLocation(s): Bengaluru
Keyskills: Service Desk Management IT Service Desk Servicenow MS Office ITIL Process Service Desk
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