A specialist in the IT Managed Services & Business Process Outsourcing (BPO) sector providing on-site, enterprise-grade end-user support, incident management, and desktop services for corporate clients across India. The role supports 1st/2nd line technical operations, SLA-driven ticket resolution, and hands-on hardware/software troubleshooting in a fast-paced, customer-facing environment.
Primary title: IT Service Desk Analyst
Role & Responsibilities
- Deliver first- and second-line on-site support for desktops, laptops, printers, and peripherals; diagnose and resolve hardware and software incidents to meet SLA targets.
- Log, triage, prioritise, and resolve tickets in the service management platform; escalate complex incidents following the escalation matrix.
- Manage user account lifecycle tasks including Active Directory provisioning, password resets, group membership, and access requests.
- Perform OS imaging, software installation, patching, and routine maintenance using standard tools and procedures; maintain asset and configuration records.
- Troubleshoot basic network issues (LAN/Wi-Fi, VPN), printer connectivity, and peripheral integrations; coordinate with network or infrastructure teams for escalations.
- Create and maintain knowledge-base articles, runbooks, and incident documentation to drive first-contact resolution improvements.
Skills & Qualifications
- Must-Have
- ServiceNow
- JIRA Service Management
- Active Directory
- Microsoft 365
- Windows 10
- Windows 11
- Remote Desktop
- TCP/IP
- Preferred
- ITIL Foundation
- SCCM
- IPSec VPN
Benefits & Culture Highlights
- Structured on-site shifts with clear SLA-driven metrics and career progression paths.
- Training and certification support for ITIL and Microsoft technologies.
- Collaborative, process-focused environment that values documentation and continuous improvement.
Skills: software,remote desktop,itil,servicenow,tcp/ip,active directory,management,documentation,microsoft
