Job Description

Job Title: Service Desk Analyst
Location: Hyderabad, India
Reports to: Service Desk Team Lead
Division: Managed Services
Team: Service Desk
Coretek Services is an industry leading managed solutions provider built on a foundation of passionate technology professionals that embody our Core Values of Attitude, Integrity, and Relationships. Coretek specializes in cloud, virtualization, and mobility technologies all of which would not be possible without the expertise and commitment of our team. It is easy to see why Coretek is regarded as one of the National Best and Brightest Places to Work and a trusted partner to Microsoft, Citrix, Ivanti, IGEL, VMWare, and many more.
Position Description:
The Service Desk Analyst provides quality level 2 support to multi-client environment, employing a high degree of customer service, technical expertise, and timeliness. Consult and contribute to knowledge base to optimize incident resolution, tracks calls, provides detailed documentation inside ITSM records and follow through on resolution with end users.
Responsibilities:

• Handle incoming tickets and provide second level support; document each call verifying customer information and including all troubleshooting steps

xc2xb7 Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards
xc2xb7 Escalate problems to appropriate individual/group
xc2xb7 Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
xc2xb7 Contribute to the Knowledge Base
xc2xb7 Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
xc2xb7 Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
xc2xb7 Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed
xc2xb7 Monitor and resolve system generated alerts
xc2xb7 Perform Azure and on-premises server and user endpoint patching
xc2xb7 Troubleshoot and resolve backup failures
Requirements
Qualifications:
xc2xb7 Bachelors Degree in IT preferred and 2-5 years in a service desk environment

• Active Directory, Azure Active Directory, passwords, User Creation, GPO, etc.

xc2xb7 Experience supporting VDI technologies such as Azure Virtual Desktop, iGEL, Citrix, VMware, FSLogix
xc2xb7 Remote Printer Support and troubleshooting
xc2xb7 Experience with Windows OS patching and endpoint patching utilizing inTune is desired
xc2xb7 Experience troubleshooting VPN and Remote Desktop Connections is desired
xc2xb7 Experience with Logic Monitor and Azure Monitor is desired
xc2xb7 Strong listening, verbal, and written communication skills
xc2xb7 A strong sense of urgency and the ability to multi-task effectively with attention to details
xc2xb7 Well-developed organizational, communications and time management skills
xc2xb7 Ticket management knowledge, critical urgency important
xc2xb7 A strong business maturity and professionalism is essential
xc2xb7 Ability to troubleshoot, analyze and resolve customer concerns
xc2xb7 High technical aptitude and strong PC literacy skills including function and capabilities
xc2xb7 Ability to work independently as well as part of a team and function well under pressure
xc2xb7 ITIL, HDI Support Center Analyst Certification, Network+, A+ or Security+ and Azure certifications are highly desired