Service Desk Analyst

From 4 to 9 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Job Summary:

Global Service Desk is the single point of contact for Global Information Services and Engineering Services. A Service Desk Analyst acts as the first point of contact providing technical support by telephone or remote access to employees of Apotex Global companies and Affiliates worldwide.

Job Responsibilities:

  • Performs all work in accordance with all established regulatory and compliance and safety requirements.
  • Acts as the GIS organizations single point of contact for all customers. Provides advice, guidance and the restoration of normal services with hardware and application problems as expertise permits using available tools and following procedures and policies for the handling of Incidents.
  • Acts as the escalation point of contact for IS Service Delivery, issues, requests and Concerns following the Incident Management and Change Management processes.
  • Maintains ownership of Incidents/Requests, monitors open tickets and seeks resolution/completion, scheduling of Changes for Moves and New Hires.
  • Responsible for Microsoft exchange server administration.
  • Account administration on scientific applications.
  • Perform the role of System Administrator. Responsible for front line monitoring of desktops and problems are tracked and reported across all platforms maintained within the organization.
  • Perform the role of Help desk agent. Responsible for attending user calls, suitably assigning the same to concerned people and following the same.
  • Responsible for smooth functioning of IT Services and timely coordination with customers and management for any escalation.
  • Create, Modify and Deleting User Mailboxes and Group Accounts.
  • Creating network and email accounts as per the SOP.
  • Providing shared folder access to the end users.
  • Troubleshooting of printers and scanners.
  • Works in a safe manner collaborating as a team member to achieve all outcomes.
  • Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies.
  • All other relevant duties as assigned.

Job Requirements:

  • Excellent analytical and problem solving skills.
  • Excellent English language written and verbal communication skills.
  • Proven ability to function in a fast paced and continuously changing environment.
  • Demonstrated ability to consistently produce accurate, complete and thorough work of high quality.
  • Good organizational and time management skills with ability to manage multiple priorities in a fast paced and continuously changing environment.
  • Must have Spanish Exp.
  • Comfortable with Night Shift

Role:Customer Success - Other

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre

Functional Area:Customer Success, Service & Operations

Role Category:Customer Success

Employment Type:Full Time, Permanent

Key Skills
Skills highlighted with ‘‘ are preferred keyskills


UG:Any Graduate

Company Profile


Since 1996, DynPro Inc. has been providing IT solutions in the area of ERP, CRM and e-Business solutions to over 30 international customers, some of whom are Fortune 50 and Fortune 500 companies.
DynPro India provides staffing solutions that include staff augmentation and permanent placement services to some of the largest global software companies. DynPro India's network of offices in all the main IT cities in India enables us to provide multi-locational talent search and deployment services with short turnaround time.
Company Info
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Contact Company:DynPro

Address:3rd floor West Wing and Central Wing, 121, Bengaluru (Bangalore) Urban, BANGALORE, Karnataka, India