Analyst I, IT Service Desk

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do. Commscope is looking to add a "Analyst I, IT Service Desk" and the Ideal candidate will be based out of Hyderabad

General Summary: Support, diagnose and resolve first-level user incidents and fulfill first-level user requests in compliance with CommScope Service Desk standards, policies, and procedures.

How You'll Help Us Connect the World:

• Provide support via chat, telephone, email, and remote support, related to workstation hardware and software, mobile devices, network connectivity, and audio, video, and web conferencing systems.
• Resolve basic issues directly. Raise more complex issues to upper-tier support functions, or where applicable, to the IT Service Desk Supervisor.
• Leverage the knowledge base to resolve incidents and call out when knowledge gaps are identified.
• Demonstrate basic knowledge of the CommScope business and user segments, technology, IT functions, and Service Desk (including Service Desk tools and processes).
• Raise continual improvement opportunities, especially those associated with reducing ticket volume and time to repair, and to shifting demand left.
• Provide support for L1.5 Analyst process, technology and functional specialty area owners, and complete related tasks and training associated with these areas.
• Work on one of three shifts providing 24x7x365 coverage. Role requires an adaptive schedule, i.e., moving among shifts, or starting / finishing at different times to meet user demand.

Required Qualifications for Consideration:

• Graduate in any field with 2+ years of work experience in a call center, customer service or helpdesk support activity.
• Must have language proficiency in english both written and verbal.

You Will Excite Us If You Have:

• ServiceNow training and experience on modules central to the work of the Service Desk, especially incident and request management
• Experience with current Service Desk-related tools, e.g., those used by CommScope: CTI/AVR/ACD, e.g., Cisco Finesse, Bomgar, Hitachi password, UX/Endpoint management tools (like Next Think and MS Endpoint Manager), emoji-based EX tools (e.g., HappySignals)
• Knowledge of workstation support tools, common workstation applications/hardware, network connectivity, MS Windows platforms, MS Exchange/Outlook, smart phones, etc.
• Provide statistics/reports and attend meetings as requested, e.g., training/awareness sessions.
• 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.
• Desire to learn new skills and to extend knowledge into new technologies as required.

Preferred skills:

• ITIL® Foundation Level Certification (or equivalent) Preferred

What Happens After You Apply: Learn how to prepare yourself for the next steps in our hiring process by visiting https://jobs.commscope.com/content/How-We-Hire/?locale=en_US

Why CommScope?

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables groundbreaking discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.

If you want to grow your career alongside forward-thinking, hardworking, and caring people who strive to create what's next…..come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com.