Service Desk Analyst (L1)

Required to work on shift, weekend, and public holidays

Operating hours : 24 x 7 x 365

Job Description

Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer focused environment.

Prioritize and resolve issues identified by customers and other teams in a timely manner.

Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.

Updates customer on ticket status / resolution in accordance with Priority metrics.

Ensure that incidents and requests are dealt with accordance to customer and priority needs.

Escalate tickets as required.

Abide by the IT service processes, procedures and work instructions set by the Company including Code of Conduct and Core Values.

Actively participates in team goals and objectives as per Service Desk KPI metrics.

Ensuring the Service Desk KPI metrics are met.

Actively participates in projects, as assigned.

Required to perform Over Time duties when needed.

You must have at least a Diploma or equivalent.

Must have at least 1 year experience in L1

Be able to complete training and pass a background check

Basic knowledge of IT troubleshooting

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions :

• How many years' experience do you have as a service desk analyst?
• Do you have technical support experience?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?

Company Overview

Tech Mahindra is one of the TOP 5 IT companies in India. Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions that enable Enterprises, Associates and the Society to Rise™. We are a USD 3.4 billion company with 100,000+ professionals across 51 countries, providing services to 649 global customers with a diverse workforce that connects, collaborates and celebrates together.

TechM is part of the USD 16.5 billion Mahindra Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, after-market, and information technology and vacation ownership.

TechM Global Solution Centre in Kuala Lumpur is an impressive campus in 15 acre with 1100+ FTE capacity, dedicated training facility with 450 seats and with internal car parking. TechM has around 600+ associates in KL as this is one of the strategic development center for servicing customers in APAC.

To know more about Tech Mahindra can check the site

#J-18808-Ljbffr