Cintra is Hiring for Associate Service Desk Analyst Role. All the Candidates who completed Any Graduate are eligible. Interested Candidates can read the following Details and Apply for this role.
Job Description
- Company Name: Cintra
- Job Role: Associate Service Desk Analyst
- Qualification: Any Graduate
- Location: Across India
- Batch: 2021/ 2022/ 2023
- Experience: Freshers
- Salary: Up to 3.6 LPA (Expected)
- Last Date: As Soon as Possible
Job Role & Responsibilities
- 24×7 Level 1 IT Service Desk support.
- Managing the central mailbox and addressing the user queries.
- Track the incidents to conclusion in line with SLAs and quality standards.
- Helpdesk (Ticket Logging, dispatching & email support).
- Liaison & co-ordinate with Level 1 support and escalate the issue to L2 on time.
- Ultimate responsibility for ownership of all customers incidents or logged service requests.
- Sending daily reports – Logged, Resolved, Open tickets [Pending with L2].
- Provide Incident, query and service request management and monitoring (incl. escalation).
- Report on known outage and service impacts.
- Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively.
Eligibility Criteria
- Qualifications: Any Graduate
- Education: BE or B.Tech or any other related professional degree preferred.
- Experience in using helpdesk ticketing system (JIRA, ServiceNow, Remedy etc.)
- Good knowledge of ITIL based Incident/Change/Problem management
- High level written and verbal communication skills (English)
- Ability to troubleshoot issues quickly and find solutions to solving them
- Great knowledge of IT processes and willingness to constantly update knowledge
- Ability to multi-task, working on more than one issue simultaneously
- Must be flexible to work in rotating shifts and be part of a rostered-on call team during weekends
- Intermediate Excel skills for reporting (for e.g., VLOOKUP, Pivot, Index, Match)
- Strong customer service skills with a passion to exceed customer expectations.
- Knowledge of ITIL v3, ideally with an ITIL certification.
Preferred Skills
- Previous Experience/ Familiarity with Service Management/Incident management tools (JIRA service management, ServiceNow, Remedy etc.)
- Experience/Knowledge of Oracle and Cloud technologies desired.
- Basic excel operations knowledge – ( Vlookup, index match, pivot tables) is preferred.
About Company
Cintra is an enterprise multi-cloud integrator and managed services provider at the forefront of the evolution of enterprise workload migration to the cloud, successfully moving some of the largest applications and database workloads to private and public cloud platforms. We have a global presence with offices in New York, Dallas, UK and India.
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