Service Desk Analyst at Schneider Electric Bangalore | Hybrid

Job Description

The Service Desk Analyst supports basic incident resolution and service requests raised by Schneider Electric employees across the APAC region. The role involves initial issue assessment, investigation, and resolution related to applications, software, and infrastructure components. The analyst gathers information through customer interactions, troubleshooting tools, and collaboration with additional support teams when required.

Issues outside the analyst's scope are escalated to the appropriate teams to ensure timely resolution and a smooth customer experience.

Responsibilities

• Handle and resolve basic incidents and service requests, ensuring all issues are logged and tracked correctly.
• Escalate incidents beyond the scope of the role to appropriate service desks or support teams.
• Use proper CTI categories while logging incidents and requests.
• Deliver a positive support experience by understanding customer problems, providing updates, and maintaining professional communication.
• Act as a single point of contact for customers and ensure a complete end to end support experience.
• Investigate issues related to applications, software, and hardware, and track them from identification through resolution.
• Coordinate with other support teams and follow up to ensure incidents are resolved and requests are fulfilled.
• Document solutions and contribute to the self help knowledge base.
• Develop knowledge of applications, internal processes, and support procedures to improve first contact resolution.
• Provide after hours or on call support when required.
• Follow ITIL practices, company policies, and the organization’s code of conduct.
• Perform additional operational tasks or shift duties as required.

Knowledge, Skills and Abilities

• Willingness to learn new processes, applications, and technologies.
• Ability to manage customer interactions and support requests effectively.
• Strong analytical and troubleshooting capabilities.
• Experience or familiarity with support environments handling voice, chat, and email interactions.
• Working knowledge of tools and technologies such as Outlook, Microsoft O365, Active Directory, VPN, ServiceNow, Windows 8/10 or later, and mobile devices including iOS and Android.
• ITIL Foundation certification is considered an advantage but is not mandatory.

Schneider Electric promotes a culture focused on inclusion, collaboration, and sustainability. Employees contribute to solutions that support automation, electrification, and digital transformation across industries worldwide.