"Deloitte" Hiring "IT Service Desk Analyst" For "Any degree Graduates" @ "Hyderabad"

Position:IT Service Desk Analyst

Qualification:Any degree

Experience:Fresher's

Location:Hyderabad

Description:

Job Responsibilities: 

• Highlighting of trends in incidents and matching of known errors and problems so that root causes can be investigated
• Liaison with other Shared Services Organisation teams as appropriate
• Provision of a high first time fix rate to allow practitioners to work effectively
• Webchat and email customer liaison, call logging and incident resolution
• Responsible for presenting a customer focused approach within the department
• Responsible for helping to manage inbound interaction queues and keep wait times to within agreed SLA’s
• Responsible for delivering clear policy messages as appropriate
• Distribution of incidents to tier-2 analysts

Requirements:

• Graduate
• Previous IT Service Desk experience
• Experience of the core Microsoft Office packages is essential
• Microsoft qualifications / ITIL qualification preferred
• Experience in providing remote support of:
• Microsoft Windows 7 and Windows 8
• Microsoft Office (including Outlook) 2007 and 2010
• Remote access (dial up / wifi / 3G / Broadband / VPN)
• Hardware (desktop, laptop, printer, smartphone’s)
• TCP / IP Networking
• Knowledge of
• ITIL processes (ITIL v3 foundation qualification desirable)
• Lotus Notes
• Active Directory
• SAP
• Working with call logging systems (e.g. ServiceNow/Remedy/Marval)
• Apple MAC 

The key skills required:

• Required to project professional images of the Shared Services Organisation at all times, and show an interest in the external industry
• Committed to working with their team to maintain a positive team spirit
• Required to project professional images of the Shared Services Organisation at all times, and show an interest in the external industry
• The successful candidate will be able to demonstrate a professional, friendly and approachable manner coupled with the ability to communicate with staff at all levels, especially when under pressure
• They should also be able to work using their own initiative, showing attention to detail and customer focus, with a good understanding of the client’s needs and priorities
• Committed to working with their team to maintain a positive team spirit
• Good listener with a calm manner, and the ability to ask effective questions
• Excellent customer service skills and a good telephone manner

Company Website: http://www.deloitte.com/

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