Job Description

This role involves delivering initial technical support to end users. The ideal candidate possesses a robust grasp of IT fundamentals, coupled with adept problem-solving skills. Additionally, the role demands sound judgment to swiftly identify and address high-impact incidents, making informed decisions regarding the path of user queries. Responsible for delivering initial technical support to end users. Uses sound judgment to swiftly identify and address high-impact incidents, makes informed decisions regarding the path of user queries.
About You - experience, education and skills required

• Bachelor's degree in related field.
• Ability to support 24*7 in rotational shift.
• Minimum 1 year of experience as a Service Desk Analyst or relevant role. Technical proficiency in troubleshooting IT issues.
• Excellent researching and problem-solving skills, including the ability to analyze, evaluate, and determine solutions to business problems.
• Familiarity with IT service desk tools and technologies e.g active directory, O365 admin, SharePoint, etc.

What will you be doing in this role:

• Provide expert-level support for reported technical issues and incidents, ensuring timely and effective solutions over the Call and Teams chat.
• Troubleshoot and resolve complex hardware, software, and network-related problems.
• Install, configure, and maintain software applications and systems.
• Prioritize and escalate issues as needed.
• Deliver exceptional customer service by ensuring a positive and professional interaction with end-users.
• Maintain accurate records of incidents, resolutions, and interactions with internal customers.
• Suggest knowledge base requirements for common issues and resolutions.
• Able to identify recurring issues and or other evolving trends and flag them for correction

About the Team
You will be part of Clarivate's IT Service Desk team, operating across Bengaluru and Noida, providing 24x7 IT support to over 15,000 colleagues globally. The team serves as the first point of contact for IT-related incidents and requests, ensuring business continuity through reliable, efficient, and customer-centric service delivery.
Hours of Work
40-hours per week, permanent full-time position, IST time zone
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

Skills Required