IT Service Desk Analyst

Serve as the initial point of contact for all end-user reported issues or requests. Provide technical support primarily for external customers. Deliver first-line telephone technical support for hardware, operating systems, sub systems, and/or applications Utilize basic diagnostic techniques to identify problems, investigate causes, and recommend solutions for common failures. Assume full ownership of end-user issues until resolution, ensuring follow-up as required by process mandates. Follow escalation matrix to complex problems to desk side staff or other resolver groups Maintain call quality and response times according to agreed SLAs, ensuring all cases are accurately updated in the system.

Wissen InfoTech Pvt Ltd , Established in 2000 in US, we have global offices in US, UK, Europe, Mexico, Middle East, and India, with best in class infrastructure and development facilities spread across the globe. We are an end to end solution provider in Banking & Financial Services, Telecom, Healthcare & Retail verticals and have successfully delivered $650 million worth of projects. We offer an array of services that includes Application Development, Quality Assurance, Infrastructure Management and ERP. Wissen is uniquely positioned to help you with your needs in building enterprise systems, adopting a visualisation and business intelligence stack or implementing a Digital strategy. Our expertise in a wide range of technologies such as Mobility, Analytics, Internet Of Things, Cloud Management Embedded Systems, Bigdata and Hadoop and Remote Infrastructure Management allow us to help you make an informed decision and leverage the most appropriate technology for the problem. Wissen's services include: Technology Consulting, Application Services, Systems Integration, Software Development, Maintenance, Re-engineering, Independent Testing Services, IT Infrastructure Services and Business Process Outsourcing. Wissen's core practice areas are: Remote Database Administration, Web Services and IT infrastructure support. Wissen utilizes its multi location facilities and industry standards, such as ITIL to provide the 'best-in-class' cost-effective solutions that promise maximum returns on minimum IT spend.