Chegg Hiring for Global Service Desk Analyst I at Visakhapatnam, Andhra Pradesh Full Time

Global Service Desk Analyst I

The Organization: Chegg IT Operations

Are you excited about working for a company that’s disrupting an entrenched industry? Chegg is revolutionizing the business of higher education. We are looking for an exceptional team player to join our Global Service Desk team.

We’re not your typical IT team; we pride ourselves on our customer centricity, powering the productivity of Chegg employees around the globe, understanding their needs and proactively providing solutions to make their jobs easier and reduce friction throughout the organization.

The Role: Global Service Desk Analyst

As a key member of the Global IT Operations team, you’ll be responsible for providing support for Chegg’s employees worldwide- both online and offline. You should have at least 2 years IT experience and a proven ability to solve technical issues in a timely, professional manner.

Responsibilities

Provide tier 1 help desk support to Chegg employees around the world in a 24×7 environment via ticketing, chat, phone, and in-person.

Troubleshoot hardware, software and operating system issues including Windows and MacOS.

Execute service requests received via multiple channels including but not limited to Service Now ticket, Chat, email,phone etc.

Collaborate with Global team to ensure highest level of customer support availability 24×7

Leverage ServiceNow ticketing system to ensure SLAs are being met.

Contribute to internal Service Desk documentation.

Prepare and publish operational KPIs

Assist with IT projects and implementations, as needed.

Qualifications

Minimum 2 years of experience in IT support.

Excellent troubleshooting and customer service skills.

Proven knowledge of Windows and MacOS operating systems is a must.

Deep knowledge of the Microsoft Office 365 productivity suite.

Knowledge of Windows Active Directory and related technologies (DNS, DFS, file sharing, centralized printing, etc.)

Ability to work independently, but also know when to ask for help/guidance.

Working knowledge of IT security best practices.

Ability to lift up to 40 lbs.

Exceptional written and verbal English skills.

Willing to work in a 24×7 multi-cultural environment including weekends and public holidays

Why do we exist?

Students are working harder than ever before to stabilize their future. Our recent research study called State of the Student shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we’ve expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Thinkful Online Learning, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.