Job Description

Role :Service Desk Analyst
Location : Pune
Experience: 3+
:

• Only SD Experienced candidates can apply.
• Candidate should have excellent communication.
• Good Knowledge of Laptop/Desktop troubleshooting.
• Knowledge about VPN/ Windows OS/O365/Active Directory.

Key Responsibilities:

• As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns
• Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins
• Identify and escalate tickets requiring urgent attention and action
• Log all contacts and document all the activities and results accurately and completely within the incident management tool
• Deal with and resolve helpdesk requests
• Open to working in a 24x7 environment with rotating shifts and rotating weeks off

Skills Required:

• Previous experience in IT helpdesk (Voice)
• Excellent communications skills (verbal and written)
• Knowledge on ITIL Framework and Terminologies
• Knowledge on Windows, Mac operating systems & VDI environments
• Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner
• Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies
• Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates
• Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc..
• Continually develops and maintains technical skills to ensure high quality levels of technical support for end user
• Knowledge in Password Resets, Account Lockouts, Connectivity issues (i.e., VPN, etc.), Endpoint security issues, Windows support, Outlook email support, Internet browser how to (Chrome, Explorer, etc.), Virtual Desktop, Collaboration (Teams, Webex, Zoom, etc.)
• Handling queries, Incident management, Processing service requests, Initiate IMACs, User account administration, including password resets, Knowledge management article updates, Call escalation management

Thanks & Regards!
Puneet Kaur
(Technical Recruiter) Email:

Skills Required