Tech Mahindra Business Process Services · 3 weeks ago
Service Desk Analyst
United States
Full-time
Remote
Entry Level
$16/hr - $16/hr
1+ years expTech Mahindra Business Process Services is seeking a Service Desk Analyst to provide first-level technical support to end users. The role involves diagnosing and troubleshooting various IT-related issues while ensuring excellent customer service and efficient resolution of queries.
Information Technology & Services
Responsibilities
Provide prompt and professional responses to IT service requests and incidents via phone, email, chat or ticketing system
Diagnose and resolve technical issues related to hardware, software, and network connectivity, guiding users through step-by-step solutions
Accurately log and categorize all incidents and service requests, ensuring detailed documentation for future reference
Escalate complex issues to second-level support or specialized teams when necessary, ensuring thorough communication of the issue
Monitor and follow up on outstanding issues to ensure timely resolution and customer satisfaction
Contribute to the development and maintenance of the service desk knowledge base by documenting solutions and best practices
Assist users with system access, password resets, and basic IT tasks, providing clear and user-friendly instructions
Participate in continuous improvement initiatives by providing feedback and suggestions to enhance service desk processes and tools
Qualification
Required
Excellent verbal and written communication, with ability to explain technical concepts to non-technical users
Strong analytical and problem-solving abilities with attention to details
Demonstrated customer service orientation and interpersonal skills, with a focus on delivering high-quality support
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Preferred
12+ months of experience in IT Service Desk or technical support roles in a 24/7 environment
Hands-on experience with ITSM tools (e.g., ServiceNow, Remedy, or similar)
Exposure to ITIL framework and incident management processes
Familiarity with Active Directory, Microsoft 365, and common enterprise applications
Experience supporting remote users and troubleshooting VPN, network connectivity, and collaboration tools
Company
Tech Mahindra Business Process Services
We’re Tech Mahindra Business Process Services.
10001+ employees
H1B Sponsorship
Tech Mahindra Business Process Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Neelam Sarna
Associate Vice President & Client Partner
Company data provided by crunchbase