Analyst I, IT Service Desk

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do. Due to continuous growth, CommScope is looking to hire Analyst, IT Service Desk to be based at our site in Hyderabad. You will require to support, diagnose and resolve first-level user incidents and fulfill first-level user requests in compliance with Commscope Service Desk standards, policies and procedures; meet or exceed Commscope's service level, quality, customer satisfaction, user experience and job performance. Provide support via chat, telephone, email and remote support, related to workstation hardware and software, mobile devices, network connectivity, and audio, video, and web conferencing systems. Perform account administration, software installation, and other routine activities. Resolve basic issues directly; escalate more complex issues to upper-tier support functions, or where applicable, to the IT Service Desk Supervisor. Leverage the knowledge base to resolve incidents and escalate when knowledge gaps are identified. Complete all assigned learning and development activities. Demonstrate basic knowledge of the Commscope business and user segments, technology, IT functions, and Service Desk (including Service Desk tools and processes). Raise continual improvement opportunities, especially those associated with reducing ticket volume and time to repair, and to shifting demand left. Provide support for L1.5 Analyst process, technology and functional specialty area owners, and complete related tasks and training associated with these areas. Work on one of three shifts providing 24x7x365 coverage. Role requires an adaptive schedule, i.e., moving among shifts, or starting / finishing at different times to meet user demand.