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Hi Greetings from Smart Folks !!! My name is Kumar we have a job opportunity for you Service Desk Analyst one of our client based at Plano, TX 75024 Please find the Job description below, if you are available and interested, please send us your word copy of your resume with following detail to Or please call me on to discuss more about this position. Job Title: Service Desk Analyst Location: Plano, TX 75024 Duration: 06 Months Start Date: ASAP Job Details: Answer Phone calls, Chat and Self-service tickets from end users and track status and progress to resolution. Responsibilities Language: English Role purpose: Answer Phone calls, Chat and Self-service tickets from end users and track status and progress to resolution 24/7 rotational Shifts Main responsibilities: Answer user queries assist them with L1 troubleshooting Call & customer handling skill Adherence to policies and procedures set by client Major activities: Opens, logs, prioritizes, assigns, and closes calls logged in the IT Service Desk Asks End User all the relevant information concerning the call made or issue reported Attempts to resolve the defined inquiries while on the telephone/chat to meet the agreed upon Service Level for First Call Resolution Routes the enquiries to Resolver Groups as appropriate Re-routes misdirected calls Escalates tickets which have not been resolved by SD, in accordance with escalation procedures Provides status and updates on tickets to authorized users Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction Makes recommendations for updates to the KB database If you are interested in the position, please fill the details: Full Name: Contact no: Email id: Skype id: (MM/DD): Current location: Visa status: Availability for new project: Interview Availability: SSN last 4 digits: Linked In: Highest degree and years of completed: Incorp (If Any)