At Cloudely, we work with a single mission: Transform the way clients experience Product & Implementation, Development, and Support.

Growth is a journey and never a destination. We are constantly thriving to grow in gaining the trust of clients globally in offering services across Salesforce, Oracle, Robotic Process Automation, DevOps, Web, and Mobile Programming to name a few. And we are just getting started!

We have fabulous opportunities for you to grow along with us! 

At Cloudely, you will get what you are looking for: the scope to learn, prove and grow. We are now actively seeking success-hungry candidates who want to grow in the domain of SD.

Role: Service Desk Analyst

Exp: 1 to 3 Years
Location: Pune

Grade: F2

Core Responsibilities & Key Accountabilities:
Logging service requests via email, phone, chat, portal; providing remote support to users and in
accordance with any defined legal, regulatory or “best practice” standards.  Typical tasks
include:

1. Log service requests via email
2. Provide remote support to users of IT services
3. User administration
4. Respond promptly to end-user incidents, service requests or questions about IT Services working to defined IT SLAs and coordinating with others and/or escalating promptly when necessary
5. Ensure high level of user satisfaction through a professional appearance and a friendly and professional telephone and email writing manner combined with ability to translate information from technical to non-technical language
6. Proactively contribute to maintaining and expanding service desk knowledgebase to prevent knowledge silos
7. Maintain records of tickets opened/updated/closed and telephone calls answered
8. Accuracy of Incident information recorded
9. First Contact Resolution
10. Average time spent on the phone
11. Average time after call work

Knowledge / Skills / Qualifications:

1. Excellent communication & written skills
2. Good understanding of supporting a Windows OS platform, including:
3. Basic login troubleshooting
4. Good understanding of supporting desktop/laptop/tablet/mobile phone
5. Practical experience of Service Desk toolsets
6. ITIL v3/v4 Foundation certified
7. Solid interpersonal relationships and communication
8. General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory
9. Unparalleled Listening and Comprehension capabilities
10. Proven service industry front line experience with handling high value/critical customers
11. Ability to keyboard to capture important details on a call for documentation
12. Demonstrated ability to set personal objectives that support the business/team goals and personal motivation to deliver results. Demonstrated success in responding to customer’s needs and delivering service or product on time and of high quality
13. Proven service industry front line experience with handling high value/critical customers
14. Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
15. Anticipate customer needs and effectively addressing concerns related to their issue or resolution
16. Experience of working in professional, service-oriented IT team
17. Excellent customer facing/customer service skills
18. Able to manage sensitive and sometimes confidential information

The way to your dream job and organization is just a click away. Share your resume at [email protected]. To know more about us, please visit www.cloudely.com.