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Title:  Analyst, IT Service Desk

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion.
Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers—we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity

 

Position : Analyst, IT Service Desk 

 

Job Location : Hyderabad

 

General Summary

 

The Service Desk Knowledge Analyst will be responsible for working with the entire Service Desk staff to ensure that end users are receiving appropriate assistance.  This position is responsible for collaborating with with Service Desk supervisors, agents, analysts, management, and CommScope IT Subject Matter Experts to produce/create top quality and clear documentation.  This position requires strong writing skills and experience using a variety of documentation.  The ideal candidate will have the ability to use and understand a variety of IT Service and Support knowledge sources and create standard operating procedures and reference materials as required.

 

Duties & Responsibilities

 

  • This individual will develop corresponding resource materials, web reference materials, process guides, and comprehension assessments
  • Capture business, functional and technical requirements from stakeholders and internal IT Agents and Analysts
  • Develop customer service scripts which provide step by step execution for treating and fulfilling requests
  • Update and maintain an existing repository of technical documentation, specifications, and operations guides
  • Responsible for creating and implementing a training curriculum designed to develop Service Desk employees to support CommScope End Users
  • Translate technical information into clear, readable documents to be used by technical and non-technical personnel
  • Proofread and perform difficult and/or complex writing and editorial functions, including formatting and style sheet verification, copy editing, rewriting, revising, writing, proofreading, and production planning
  • Continually improve best practices and service desk processes to provide exceptional customer service and deliverables
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future issues
  • Maintain current knowledge of relevant technologies as assigned
  • Present and manage metrics and key performance & quality indicators
  • Document IT Service Desk processes and ensure processes are kept up to date
  • Creating Microsoft Word documents of business requirements, process flows, and diagrams
  • Enable adherence to standard operating procedures through accuracy of documentation
  • Ensure consistency, clarity, and quality in and across all types of documentation
  • Review content of technical documentation for quality
  • Adapts formats to technical and customer requirements
  • collaborate to establish procedures, these procedures are then used to handle everything from incident reporting to managing databases
  • Contibute to improving customer service and allow people to find solutions for their issues on their own when the incidents do not have to be reported and processed
  • Participate in daily operations standup and reviews

 

SKILLS REQUIRED

 

  • Include demonstrated competencies and physical, mental, & interpersonal skills.
  • Experience in related field including Call Center, Customer Service and/or Service Desk support activities
  • Knowledge in key areas such as workstation support tools, common workstation applications, workstation hardware, network connectivity, MS Windows platforms, MS Exchange/Outlook, smart phones, etc
  • Strong critical thinking and troubleshooting skills
  • Highly self-motivated and self-directed, with keen attention to detail and excellent organizational skills
  • Effective spoken and written English language communication skills with ability to impart ideas in both technical and user-friendly language
  • Strong team spirit with ability to work both in local and virtual team settings
  • Desire to learn new skills and to extend knowledge into new technologies as required
  • Occasional evening and weekend work
  • Sitting and operation of a computer for extended periods of time
  • Good customer skills; ability to communicate with other personnel
  • Good attention to detail
  • Some support management skills to include: organization, communications, documentation, and cross group collaboration
  • Experience in documentation of complex systems, preferably computer technology, IVR and/or Contact Center/ServiceDesk technology-related
  • Exhibits strong interpersonal skills
  • Exhibits a strong understanding of processes, format, style and tools
  • Exhibits superior knowledge of grammar, spelling, and punctuation

 

Commscope is an Equal Opportunity Employer.