We are seeking a customer-focused and technically proficient Service Desk Analyst to join our IT Operations team in Hyderabad. The successful candidate will provide first-line and second-line technical support to end users, ensuring timely resolution of incidents and service requests while maintaining a high level of customer satisfaction.
The ideal candidate should possess strong troubleshooting skills across Microsoft and macOS environments, have hands-on experience or working knowledge of Microsoft Intune and Microsoft 365 services, and demonstrate excellent communication and customer service skills.
Key Responsibilities
- Provide Level 1 and Level 2 support for end-user incidents and service requests via phone, email, chat, and ticketing systems.
- Diagnose and resolve hardware, software, operating system, and network-related issues in a timely manner.
- Support and troubleshoot Windows and macOS devices, including desktops, laptops, and mobile devices.
- Provision, configure, deploy, and maintain end-user devices.
- Manage user accounts, permissions, and access requests using Microsoft 365 and Active Directory.
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
- Assist with device enrollment, compliance, application deployment, and troubleshooting using Microsoft Intune.
- Perform software installations, upgrades, patch management, and system configurations.
- Troubleshoot printer, peripheral, VPN, and connectivity-related issues.
- Escalate complex incidents to appropriate support teams while ensuring proper follow-up and communication.
- Document incidents, resolutions, and knowledge articles within the IT Service Management (ITSM) platform.
- Participate in on-call support, weekend support, and after-hours activities when required.
- Contribute to process improvements, automation initiatives, and knowledge management activities.
- Monitor and adhere to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Collaborate with global IT teams to ensure seamless IT service delivery.
Required Skills and Experience
Technical Skills
- Strong experience supporting Microsoft Windows 10/11 operating systems.
- Experience supporting macOS environments.
- Working knowledge of Microsoft Intune (Endpoint Manager).
- Hands-on experience with Microsoft 365 services:
- Exchange Online
- Outlook
- Microsoft Teams
- OneDrive for Business
- SharePoint Online
- Office Applications
- Experience with Active Directory and Azure Active Directory (Entra ID).
- Knowledge of device provisioning and lifecycle management.
- Basic understanding of networking concepts including DNS, DHCP, TCP/IP, VPN, and Wi-Fi troubleshooting.
- Experience using ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or similar platforms.
- Knowledge of remote support tools and endpoint management solutions.
Soft Skills
- Excellent verbal and written communication skills.
- Strong customer service orientation with empathy towards end users.
- Ability to work independently and prioritize workload effectively.
- Strong analytical and problem-solving abilities.
- Ability to work in a fast-paced global support environment.
- Willingness to learn new technologies and adapt to changing business requirements.
- Strong teamwork and collaboration skills.
Preferred Qualifications
- Bachelor's degree in computer science, Information Technology, or a related field.
- 2–5 years of experience in an IT Service Desk or End User Computing support role.
- Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, or Microsoft 365 Fundamentals are preferred.
- Experience supporting multinational or global organizations is an advantage.
Key Success Factors
- Consistently meet or exceed SLA targets.
- Deliver exceptional customer experience and maintain high user satisfaction scores.
- Demonstrate ownership and accountability for issue resolution.
- Actively contribute to continuous service improvement initiatives.
- Maintain operational excellence while supporting business-critical IT services.
