Exp: 0-2 years
Job Description
We are looking for a dedicated and proactive IT Support Technician to join as IT Service Desk Analyst. This role requires rotational 24/7 support operations with Work from Office and candidate will be the first point of contact for end-user's issues. candidate will be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing
timely and effective solutions to ensure minimal disruption to business operations.
Certification
- An ITIL, MCSA or A+ certification is desirable.
Roles And Responsibilities
- Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
- Collaborate with team peers to provide best-in-class customer service for aligned task.
- Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
- Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
- Should have a basic understanding of Major Incident Management (MIM).
- Should have a basic understanding of tools like ServiceNow, Genesys, LogMeIn Rescue (LMI), BeyondTrust (Bomgar)
- Diagnoses and resolves advanced IT related issues-Softwares, O365 and Windows operating systems.
- Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
- Setup / Diagnoses and resolve MTR / AV related issue.
- Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
- Monitor service desk queues and prioritize requests based on urgency and impact.
- Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
- Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.
- Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.
- Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.
- Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
- Candidate should be an effective team player with a keen eye on Continuous Improvements.
- Makes recommendations for updates to the KB database.
Desired Candidate Profile
- 0-2 Yrs of experience in Service Desk/Technical Support - L1.
- Provide support through Voice Calls, Emails and self-service tickets and should be willing to work in 24*7 rotational shift environment.
- Excellent communication and customer service skills to support Global customers.
- Familiarity with advanced Active Directory, O365, software installation, Printers and other standard applications.
- Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
- Good knowledge of ticketing systems (e.g., ServiceNow).
- Ability to work independently and as part of a team in a fast-paced environment.
- Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.
- Strong customer service orientation with a focus on user satisfaction.
- Ability to manage time effectively and prioritize tasks based on urgency.
