Service Desk Analyst

About the Company

TitleService Desk Analyst ( Location: Hyderabad)

About the Role

The Level 1 Engineer will serve as the first point of contact for end users seeking technical assistance. This role focuses on troubleshooting computer hardware, software, and application issues while providing exceptional customer experience.

Responsibilities

• Provide technical assistance for Windows and MacBook laptops and computers.
• Handle software upgrades, patch management, and application installations as per requirements.
• Address end-user issues promptly, creating positive interactions at every touchpoint.
• Leverage feedback to improve service and user experience.
• Document all incidents and ensure timely resolution.
• Provide SOP based support on end user devices.
• Work with L2 support teams.
• Ticket triaging and Q-management.

Qualifications

• B.E. or BTech or BSc. in Computer Science, Information Technology, or related field.

Required Skills

• Knowledge of Windows and Mac operating systems.
• Experience providing IT support remotely.
• Good Knowledge on Networking (LAN WAN, VLAN, and VPN, VOIP).
• Experience in Active Directory, M365, AAD.
• Experience providing hardware support for different laptop OEMs (Lenovo, Dell and Apple).
• Basic Knowledge of Virtualization, SCCM, JMAF and Intune.
• Configurations of E-mail, Collaboration tools (M365).
• Working knowledge of ITSM tools like ServiceNow, JIRA Service desk etc.
• Experience in Office 365, VOIP, Troubleshooting, Vendor Management, Asset Management.
• Strong communication and customer service skills.
• Ability to work independently and escalate appropriately.
• Excellent written and speaking English communication skills.
• Must have experience in providing Voice support apart from e-mail, chat.
• Knowledge of ServiceNow ITSM.

Preferred Skills

• Relevant certifications such ITIL V4.

3-5 Years of Experience in Supporting Remote IT Service Desk

Equal Opportunity Statement

We are committed to diversity and inclusivity.