Job Description

ServiceDesk :
Location: Hyderabad, INDIA.
Job Title: ServiceDesk Engineer / SD Analyst
Experience: 4 8 Years
OSI Digital is looking for a highly capable service desk analyst to assess and optimize the performance of our end-user IT systems and software. You will be analyzing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel. To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class service desk analyst will be someone whose IT expertise results in enhanced end-user support and system performance.
Responsibilities:

• Deliver effective user experience and satisfaction by providing first-level support services on an assigned shift for 24/7 - 365 Days.
• Provide L1 and L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, RDP, TeamViewer, and MS Teams.
• Preparing training manuals and FAQ materials for easy-access end-user guidance.
• Making recommendations to optimize IT performance and to prevent future problems.
• Candidate should be ready to work from office.

Required Skills:

• Excellent verbal and written communication skills with email etiquette and customer service skills.
• Minimum 3 years of experience in handling international customers IT ServiceDesk support.
• Handling business user calls, Incidents/service requests, application installations and break fixes.
• Experience working on VDI, AD management, O365 and end user device management is required.
• Hands on experience to handle VPN, Network drives, MS Suite, and OneDrive authentication issues.
• Good experience on latest RDP tools (TV, LogMeIn, Bomgar) and Ticketing tools (ITSM, SNOW, JIRA)
• Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures.

We are not looking for someone who is:

• Never worked on international customers call and technical support.
• Never worked on end user computing issues, onboarding & offboarding on Active Directory.
• Never worked on business users application issue like VPN, MS Suite, OneDrive, MFA, Printers.