Service Desk Analyst

Job Description

Service Desk  Job Description:

Location : Hyderabad

Job Title : Service Desk

Experience : 2 5 Years

OSI Digital is looking for service desk engineers having technical and operational skills in service desk management to support systems, operational excellence while focusing on User experience.This position will have an opportunity to grow to next level as Associate Lead or Team Lead based on your experience and skillset.

Responsibilities:
 Flexible to work in 24/7 -365 days critical production work environment.
 Install desktop OS and installation of in-house applications as per customers software deployment policy, and add or remove accessories, and peripherals.
 Handle printers and Scanner (Barcode & Laser QR Scanning) problems at users desktops.
 Handle Antivirus Patches, LAN, VPN Client, and Internet Configurations problems at user desktops.
 Provide L1 and L2 technical guidance in activities associated with identification, prioritization . resolution of reported problems through Phone, RDP, TeamViewer, MS Teams, and other tools.
 Create/ update end user guides, ServiceDesk KBs, and SOPs.
 Making recommendations to optimize IT performance and to prevent future problems.
 Generate status reports/consolidated reports to the ServiceDesk Manager

Required Skills:
 Excellent verbal and written communication skills with email etiquette and customer service skills.
 2+ years of experience in handling end user calls, Incidents/service requests, application Break/ fix.
 Experience on VDI, AD, O365, VPN, OneDrive, User device management & authentication issues.
 Working experience on latest RDP tools (TV, LogMeIn, Bomgar) Ticketing tools (ITSM, SNOW, JIRA)
 Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures.
 Ability to notify and escalate the issues based on the Severity.

We Are Not Looking For Someone Who Is:
 Never worked on end user computing issues, onboarding & offboarding on Active Directory.
 Not flexible for 24x7 rotational shifts and not ready to work from client location.
 Resource hasnt extended the support when the team member is on vacation.

Responsibilities:

Eligibilities,