Job Description

JD for Global Service Desk.
Service Desk Analyst
Location- Pune/Mumbai
Experience- 5+ Years
Shifts: 24/7 Rotational Shifts
Mode: WFO
Interview Mode: 2 Rounds (1. English Test 2. Virtual Round on Saturday i.e. 12th July)
Must have Experience.

• Excellent Communication Skill.
• Strong Experience & background in Global Service Desk.
• Strong experience & Knowledge of ITIL Process.
• Strong experience & Knowledge of MIM.
• Active Directory-O365 is Required.

Parameters
Communication Fluency:
Grammar & Pronunciation:
Technical Knowledge:
ITIL/Service Desk Knowledge:
MIM Process Knowledge:
Service Desk Specialist
24/7 Operations- Rotational Shift & week Offs

• Candidate must have knowledge on English Language, Experience with good communication in English Language and technical skills on windows desktop platform.
• 24/7 Support Model (L2- Remotely End user Support for US and Canada users.)
• Responding to client support requests and contacting User to find out the nature of the problem.
• Resolving user issues related to basic desktop issues related to deployed software images, software packages, delivered patches, security updates and necessary tools for user desktop/laptops.
• Escalating software and other application issues to the subject teams.
• Troubleshooting desktop/laptop hardware and software issues, that can be worked upon remotely.
• OS/ Office/ basic system application/Anti-Virus client support.
• Outlook, browser, Printer/scanner installation, configuration and troubleshooting on client system.
• Strong experience & Knowledge of ITIL Process.
• Strong experience & Knowledge of MIM.
• Must have : ITIL Experience, International calling experience
• Graduation is must.

Additional

• Installed, modified, and made minor repairs to computer hardware and software systems.
• Understood VPN configuration and mobile device security protocols to ensure data protection.
• Fielded support calls, chat, email, and other communication from users with inquiries regarding software programming, connectivity, Password Resets, Outlook issue, printing, and similar concerns.
• Consulted with users to determine steps and procedures taken to identify and resolve the problem.
• Managed user accounts, groups, and permissions within Active Directory to ensure secure access and efficient operations.
• Performed on-site IT support tasks like hardware repairs, equipment installation, and cabling Applied knowledge of computer software, hardware, and procedures to solve problems.

Sound Knowledge of AD, O365, MS-Office, Software hardware Installation, basic Network Support.
Strong technical Background with Excellent Communication Skills.