Hello,

Role : SD Administrator.

Shifts : Rotational ( 5 days WFO )

Location : Pune

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Responsibilities:

1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns

2. Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via telephone, chat, email or walk-ins

3. Identify and escalate tickets requiring urgent attention and action

4. Log all contacts and document all the activities and results accurately and completely within the incident management tool

5. Deal with and resolve helpdesk requests

6. Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner

7. To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles

8. Open to working in a 24x7 environment with rotating shifts and rotating weeks off

Requirements:

1. 1-5 years of previous experience in IT helpdesk

2. Excellent communications skills (verbal and written)

3. Knowledge on ITIL Framework and Terminologies

4. Knowledge on Windows, Mac operating systems & VDI environments

5. Demonstrated problem solving capabilities

6. Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner

7. Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays

8. Self-motivated achiever who gains satisfaction from providing excellent customer service

9. Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies/Active Directory/BSOD/VDI /OS365

10. Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates

11. Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc..

Service Desk Analyst