Service Desk Analyst

Welcome to Infosys, a global leader in consulting, technology, and outsourcing solutions. We are seeking a highly skilled and motivated Service Desk Analyst to join our team. As a Service Desk Analyst, you will play a crucial role in providing technical support and troubleshooting for our clients, ensuring their technology systems and processes run smoothly. We are looking for individuals who are passionate about technology, customer service-oriented, and have a strong problem-solving mindset. If you thrive in a fast-paced and dynamic environment and possess the qualifications we are looking for, we would love to hear from you.

1. Provide technical support to clients via phone, email, and chat, ensuring prompt and efficient resolution of their issues.
2. Troubleshoot and diagnose hardware, software, and network problems, and provide appropriate solutions or escalate to the relevant teams.
3. Maintain a high level of customer satisfaction by delivering excellent service and building strong relationships with clients.
4. Stay up-to-date with the latest technologies and industry trends to continuously improve technical knowledge and skills.
5. Document all support activities, including issue resolution and escalation, in a timely and accurate manner.
6. Collaborate with team members and other departments to resolve complex technical issues and provide timely updates to clients.
7. Ensure compliance with company policies, procedures, and standards while delivering support services.
8. Identify recurring issues and work with the team to implement solutions to prevent them from reoccurring.
9. Proactively identify areas for improvement in processes and procedures and suggest solutions to enhance the overall customer experience.
10. Participate in on-call rotation for after-hours support as needed.
11. Adhere to service level agreements (SLAs) and strive to meet or exceed performance metrics.
12. Communicate effectively with clients, colleagues, and management to provide updates, escalate issues, and share knowledge.
13. Maintain a positive and professional attitude at all times and act as a brand ambassador for Infosys.
14. Complete special projects and tasks as assigned by the Service Desk Manager.

According to JobzMall, the average salary range for a Service Desk Analyst in Ottawa, ON, Canada is between $40,000 to $60,000 per year. The exact salary may vary depending on factors such as the company, experience level, and specific job responsibilities. Some companies may also offer additional benefits and bonuses.

Infosys Limited is an Indian multinational corporation that provides business consulting, information technology and outsourcing services. It has its headquarters in Bengaluru, Karnataka, India.