Service Desk Analyst I

Bentley Systems - Pune, Maharashtra - Reporting directly to the Global Manager Service Delivery. The role requires working knowledge of the Bentley Systems MANGED Services offerings, expertise as a customer support analyst as well as a practical understanding of ITIL framework. The role requires excellent customer service skills and the ability to properly triage and resolve and/or escalate customer incidents, requests and problems. Responsibilities: Serve as the primary support liaison between the Customer and Bentley Systems. Promote and maintain a high quality, professional, service-oriented company image for all Bentley customers. Provide and deliver a high and consistent standard of customer service aligned with the contracted Service Level Agreements. Work with the IT Team and Level 2 and 3 support teams to resolve all customer incidents and requests. Resolve and document all customer incidents and requests. Leverage the Bentley Service Management system for documenting all incidents and requests. Diagnose, ...

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