Service Desk Representative Analyst II
Allstate India
Pune Division, Maharashtra, India0–2 yrs2h agovia LinkedIn
About the Role
The Service Desk Representative Analyst II is a member of the IT support team, responsible for handling technical issues and providing support to users across the organization. This role requires an understanding of IT systems, problem-solving skills, and the ability to communicate effectively with users and IT personnel.
Key Responsibilities
- Collaborate with IT teams to implement system improvements and participate in the deployment of new applications and services.
- Train and mentor less experienced service desk analysts, sharing expertise and promoting a culture of continuous learning and improvement.
- Provide technical support for both hardware and software issues encountered by users.
- Develop and maintain detailed documentation of common issues and resolutions to enhance the knowledge base.
- Analyze and resolve technical problems, including network, hardware, and software issues.
- Monitor system performance and contribute to system audits to ensure compliance with IT standards and policies.
- Manage ticket escalation by prioritizing and routing complex issues to appropriate IT personnel.
Requirements & Tech Stack
- Information Technology (IT) Systems
- Hardware support
- Software support
- Technical problem-solving
- Ticket escalation management
Qualifications
- 4 year Bachelors Degree (Preferred)
- 0-2 years experience (Preferred)
- This job does not have supervisory duties.