Service Desk Analyst

2 weeks ago


india PeoplePartners Inc Full time
Job Description

This is a remote position.

Job Overview: 

The Service Desk Analyst plays a pivotal role in providing technical support and assistance to users within the organization. The primary responsibilities include troubleshooting software-related issues, managing account configurations, resolving network connectivity problems, and handling basic administrative tasks remotely. The role requires strong communication skills, technical proficiency, and the ability to collaborate effectively with team members and external partners.
Job Description:
Coordinate with third-party technicians for resolving complex software-related issues.
Address fundamental troubleshooting tasks, including Microsoft Office problems, through remote assistance via Teams.
Manage login problems and account configurations for Axcelerate and Microsoft 365.
Provide assistance with Multi-Factor Authentication (MFA) setup and troubleshooting.
Handle printer setup and configuration for organizational devices, including testing with Papercut Hive.
Perform basic configurations on Microsoft and Axcelerate software.
Address account management issues such as login problems and MFA setup
Diagnose and resolve network connectivity issues remotely whenever feasible.
Execute any other administrative tasks that can be handled remotely, ensuring prompt and efficient resolution.

Requirements -ITIL Certification or relevant experience Desirable Relevant Tertiary or Industry Certified 
-Strong customer service and work ethic
-Excellent analytical and problem-solving skills to enable effective identification and resolution of IT related issues 
-Strong understanding of ITIL Service Management
-Effective verbal and written communication skills
-Knowledgeable of Microsoft 365 products Desirable
-Previous experience working in a service/help desk role Essential
-Experience in supporting Windows environments Essential Experience in troubleshooting network environments Desirable
-Experience in IT Help Desk operations and incident management processes using a Ticket Management System Essential
-Experience in using a Configuration Management Database System (CMDB)
-Experience in an Active Directory environment Essential Experience in using Desktop Remote Management tools
-Experience in Azure administration Desirable
Benefits -Permanent Work-from-home setup
-Company-provided equipment
-Secondary WiFi Modem
-21 Leave Credits
-100% conversion of UNUSED leave credits
-HMO on Day 1
-Grab Voucher every month
-Birthday Gift
-Loyalty Gift
-Christmas Gift
-Work-Life Balance
-Active employee engagements physically such as Christmas Party & Team Building, and virtual events such as town-hall with prizes.

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