Service Desk Analyst (Desktop Support)

Role - IT Service Desk (desktop/ system support)

Location - Pune, Maharashtra

Shift Timing- 24*7 rotational shift with rotational week offs. (5days)

Required Experience : 1- 7 yrs.

Experience & Qualifications
 Graduation mandatory
 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:

1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns

2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins

3. Identify and escalate tickets requiring urgent attention and action

4. Log all contacts and document all the activities and results accurately and completely within the incident management tool

5. Deal with and resolve helpdesk requests

6. Take ownership. of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner

7. To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles

8. Open to working in a 24x7 environment with rotating shifts and rotating weeks off

Skills Required:

1. Previous experience in IT helpdesk (Voice)

2. Excellent communications skills (verbal and written)

3. Knowledge on ITIL Framework and Terminologies

4. Knowledge on Windows, Mac operating systems & VDI environments

5. Demonstrated problem solving capabilities

6. Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner

7. Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays

8. Self-motivated achiever who gains satisfaction from providing excellent customer service

9. Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies

10. Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates

11. Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc.

12. Excellent organizational skills

13. Continually develops and maintains technical skills to ensure high quality levels of technical support for end user

14. 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.)

15. Handling queries, Incident management, Processing service requests, Initiate IMACs, User account administration, including password resets, Knowledge management article updates, Call escalation management

Candidates currently working in BPO/BPS industry with similar experience are preferred.

Notice Period - immediate joining - 30 days preferred.

Salary (negotiable) as per market standards,