Information Technology Help Desk Analyst

BlackBeltHelp, we operate from Gurugram, Sector 33, Infocity IIShift timings - 24*7 - Rotational Shifts. 5 Days Working.Title: IT Helpdesk AnalystSummary of Responsibilities: Provide friendly, courteous, and quality support to all users. Strive to meet or exceed all SLA goals. Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems. Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems (i.e., software, hardware, and client-specific applications) Document customer requests in the appropriate issue tracking system. Route tickets accurately to client-level support when needed. Stay current on and adhere to established policies, procedures, and documentation Be a subject matter expert in the full suite of supported client systems and processesResponsibilities by Function: Excellent written and verbal communication skills. Strong problem-solving skills and decision-making ability. Effective listening and probing question skills. Flexibility to accommodate Help Desks' hours of operation, 24 hours a day, seven days a week, including holidays. Ability to learn and apply technical information in a fast-paced, demanding work environment. Ability to follow policies and procedures; attention to detail. Ability to handle a large call volume. Strong enthusiasm and desire to learn. Perform well in a team and as a team. Self-motivation and organization. Ability to multitask.Qualification: Knowledge in Microsoft Outlook and/or Lotus Notes. Knowledge in Windows XP+, Vista, 7, and Mac OSX Operating Systems. Knowledge of Active Directory. Strong customer service skills.