Bently Nevada Jobs 2022 Apply Online Service Desk Analyst I vacancy Jobs in Pune - News

Service Desk Analyst I
Location:

Pune
Position Summary :
Reporting directly to the Global Manager Service Delivery. The role requires working knowledge of common IT systems and associated troubleshooting, customer support skills and practical understanding of ITIL framework. The role requires excellent customer service skills and the ability to properly triage and resolve and/or escalate reported incidents, requests and problems. Responsibilities:

• Serve as the primary support liaison between the Customers and Bentley Systems.
• Promote and maintain a high-quality service and professional support for all Bentley customers, via tickets, phone calls and chat support.
• Consistently deliver quality customer service, aligned with the agreed Service Level Agreements.
• Work with the relevant stakeholders (IT Teams) and Level 2 and 3 support teams to resolve all customer incidents and requests.
• Correctly document and resole all customer incidents and requests. Leverage the Bentley Service Management system for effective documentation.
• Diagnose, troubleshoot, and resolve incidents, using documented procedures and solutions.
• Maintain communication with Customers on progress of all escalated incidents and requests.

• Assist to create Service Desk procedures.
• Create / maintain knowledge base articles, for prompt and accurate support.
• Responsible for Access management (various account creations and account management).
• Global support needs 24.7 availability. This involves working in various shifts.
• The role needs you to perform as an individual contributor and as a team player. You should be a self-starter and can work effectively with least monitoring.

Qualifications:

• 2 to 4 years' experience as a Technical Support Analyst.
• Bachelor's Degree and equivalent work experience.
• Excellent Spoken and written English is a must. Skills in other languages can be useful.
• Excellent telephone communication skills.
• Strong customer service focus.
• Excellent follow up and time management skills.
• Ability to troubleshoot and effectively document the actions.
• Expertise troubleshooting for Microsoft products and other operating platforms.
• Expertise in remote Desktop support.

Advantageous:

• ITIL certification
• Microsoft certification

Who We Are:
Equal Opportunity Employer:

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.