Job Description

SERVICE DESK ANALYST

(Unified Service Desk - Mumbai)

Tech Mahindra Confidential

1. Job Details

Title SERVICE DESK ANALYST

Full Time or Part Time Full Time
Location Malad, Mumbai
Working hours 9 Hours Shift in a 24x7 environment
Reports To Team Leader – USD Mumbai

2. Job Scope
You will be working in a team of 40 to 50 members in an onshore-offshore model. The successful candidate
will be responsible for providing comprehensive Voice, Email & Chat support in a 24x7 Technical
Environment. This will range from offering end user support to co-ordination with vendor, client problem
management team & other teams whilst delivering a high level of customer experience and quality of service.

3. Responsibilities*
 To work in a rotational shift environment in a 24x7 hybrid technical process. (Calls/E-mails/Chats).
 To own technical problem reported and manage end to end communication with affected end user.
 To use multiple systems & perform multiple tasks simultaneously to ensure timely resolution.
 To take logical decisions to resolve problem reported on the first call itself.
 To adhere to defined processes and highlight gaps / improvements.
 To manage time & emotions to ensure task completion without errors.
 To self-learn via online training modules and courses provided by the company.
 To maintain records, log tickets for self and business for reporting & analytical purposes.

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities
that are required of the employee. Additional responsibilities may arise as necessary or as management sees fit

4. Knowledge and experience

Must haves
Communication Skill - Verbal (Calls)
Communication Skill - Written (Email)
Experience - MS Windows
Experience - MS OFFICE (Outlook/Excel/Word/PowerPoint/Visio)
Experience - Troubleshooting Hardware/Software issues
Experience - Customer Handling (Calls/Emails/Chats)
Experience - IT Helpdesk
Experience - Ticketing Tools (ITSM/Service Now)

Nice to Have
Education - ITIL Certification or other IT related courses.
Career Focus - Self Motivated and Seeking Long Term Stability (5 Years)
Communication Skill - Written (Chats)

Must Not
Pursuing Fulltime/Part time Education or is not engaged in helping family business / secondary part time job.
Have any medical conditions (self/family) which requires exceptions to 24x7 rotational shift requirements.

Tech Mahindra Confidential 2

Disclaimer
Tech Mahindra herein referred to as Tech M provide a wide array of presentations and reports, with the
contributions of various professionals. These presentations and reports are for informational purposes and
private circulation only and do not constitute an offer to buy or sell any securities mentioned therein. They
do not purport to be a complete description of the markets conditions or developments referred to in the
material. While utmost care has been taken in preparing the above, we claim no responsibility for their
accuracy. We shall not be liable for any direct or indirect losses arising from the use thereof and the viewers
are requested to use the information contained herein at their own risk. These presentations and reports
should not be reproduced, re-circulated, published in any media, website or otherwise, in any form or manner,
in part or as a whole, without the express consent in writing of TechM or its subsidiaries. Any unauthorized
use, disclosure or public dissemination of information contained herein is prohibited. Unless specifically
noted, TechM is not responsible for the content of these presentations and/or the opinions of the presenters.
Individual situations and local practices and standards may vary, so viewers and others utilizing information
contained within a presentation are free to adopt differing standards and approaches as they see fit. You
may not repackage or sell the presentation. Products and names mentioned in materials or presentations
are the property of their respective owners and the mention of them does not constitute an endorsement by
TechM. Information contained in a presentation hosted or promoted by TechM is provided “as is” without
warranty of any kind, either expressed or implied, including any warranty of merchantability or fitness for a
particular purpose. TechM assumes no liability or responsibility for the contents of a presentation or the
opinions expressed by the presenters. All expressions of opinion are subject to change without notice.

Tech Mahindra Confidential 3