Job Description

• Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.
• Act as a point of contact for colleague issues through phone, chat, email and portal, providing exceptional service in all colleague interactions.
• Supply first line IT support for all AXAXL colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.
• Perform assessment, triage, research and resolution of basic incidents and requests.
• Engage other Service Desk resources or appropriate second- and third-level service resources to resolve incidents beyond scope of ability or responsibility.
• Ensure incidents and requests are accurately logged, assigned, tracked and responded to in a timely manner, in line with agreed SLA’s; provision of timely communications and maintenance of ownership until closure.
• Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress in a timely manner.
• Communicate with the Colleague Care team where necessary to ensure that escalated issues have proper attention and visibility.
• Create a positive colleague support experience and build strong colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude.
• Identify service improvement opportunities to key service management stakeholders.
• Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.
• Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.
• Mentor junior analysts and assist in training of new analysts.
• Manage content in the Knowledge Management system.

Required Candidate profile

• 2-5 years of experience on Service Desk.
• Outstanding customer service skills and a “customer first” mentality are a must.
• Advanced knowledge of IT principles and most supported systems and basic understanding of less commonly used systems.
• Subject matter ability in multiple areas of support.
• Strong technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies.
• Excellent verbal and written communication skills and telephone manner.
• Ability to build strong relationships with key stakeholders across the organization.
• Ability to think logically to analyze, troubleshoot and resolve complex issues.
• Must be professional, courteous and enjoy working with people; critical thinking, creativity, and independent judgment are expected.
• Strong interpersonal skills and the ability to work within a team.
• Ability to work in a fast paced, high pressure work environment.
• Strong ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must.
• Bachelor's degree or relevant experience required.
• ITIL Foundations Certification a plus.
• Additional language capability in Spanish, French or German is a plus.

Silokhera Gurgaon

Skills Required: Service Desk Analyst Associate