Helpdesk Analyst - ITIL

Req ID:    

We are currently seeking a Helpdesk Analyst - ITIL to join our team in Coimbatore, Tamil Nādu (IN-TN), India (IN).

General Summary

· Responsible for assigning tickets to resolutions team and ensuring accuracy of all aspects ticket assignment for the team

· Responsible for scheduling and workload balancing for the team

· Responsible for co-ordination of tickets assigned to Resolution Teams; ensuring that all cases are closed within SLA.

· Responsible for effecting improvements and maintaining team quality metrics at the required level.

· Uses analytical skills to monitor trends and report on team quality metrics.

· Responsible for the continued improvement in team technical, troubleshooting, process and customer handling skills.

· Acts as a point of contact for both technical and non-technical customer escalations.

· Assists Service Desk Manager and Team Leaders with Problem Manag...