Job Overview
Role: Service Desk Analyst Location: Bangalore, Karnataka Experience: Freshers Qualification: B.E/B.Tech in a relevant field Key Skills: IT Service Desk, Technical Support, Incident Management, Customer Support, Microsoft Office 365, Active Directory, VPN, ServiceNow, Windows, iOS, Android
Job Description
Schneider Electric is hiring for the position of Service Desk Analyst in Bangalore. Candidates with a B.E/B.Tech qualification can apply for this opportunity. This is an entry-level IT support and service desk role focused on supporting Schneider Electric employees across the APAC region. The Service Desk Analyst will handle basic incidents and service requests involving applications, software, hardware, infrastructure, and workplace technologies.
Roles and Responsibilities
- Incident Management: Handle basic incidents and service requests, logging, investigating, and ensuring progress towards resolution.
- Customer Support: Act as a single point of contact for customers, understanding problems, communicating progress, and ensuring clear resolution or escalation.
- Multi-Channel Support: Support users through voice, chat, and email, communicating technical information clearly.
- Technical Troubleshooting: Perform initial assessment, research, and resolution of basic technical problems following a structured process.
- Ticket Management: Log and track incidents and requests from identification through resolution, ensuring accurate categorization and detailed notes.
Skills and Eligibility Criteria
Educational Background: B.E/B.Tech in a relevant field. Freshers are eligible.
Experience: Freshers (0-0 years). Prior experience in a technical service desk environment is preferred.
Mandatory Technical Skills:
- Familiarity with Microsoft Office 365.
- Familiarity with Outlook, O365, Active Directory, VPN, and ServiceNow.
- Knowledge of Windows 8/10 and later versions.
- Knowledge of iOS and Android devices.
Competencies:
- Desire and ability to learn new processes, applications, and technologies.
- Good customer-handling skills.
- Strong communication and negotiation skills.
- Strong analytical and problem-solving skills.
- Preferred Skills: ITIL Foundation certification.