Senior Servicedesk Analyst

1 week ago

Hyderabad Telangana, India Coretek Services Full time

Job Title Service Desk AnalystLocation Hyderabad IndiaReports to Service Desk Team LeadDivision Managed ServicesTeam Service DeskCoretek Services is an industry leading managed solutions provider built on a foundation of passionate technology professionals that embody our Core Values of Attitude Integrity and Relationships Coretek specializes in cloud virtualization and mobility technologies all of which would not be possible without the expertise and commitment of our team It is easy to see why Coretek is regarded as one of the National Best and Brightest Places to Work and a trusted partner to Microsoft Citrix Ivanti IGEL VMWare and many more Position Description The Service Desk Analyst provides quality level 2 support to multi-client environment employing a high degree of customer service technical expertise and timeliness Consult and contribute to knowledge base to optimize incident resolution tracks calls provides detailed documentation inside ITSM records and follow through on resolution with end users Responsibilities Handle incoming tickets and provide second level support document each call verifying customer information and including all troubleshooting steps xc2xb7 Research resolve and respond to questions received via telephone calls emails and callbacks in a timely manner in accordance with standardsxc2xb7 Escalate problems to appropriate individual groupxc2xb7 Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfactionxc2xb7 Contribute to the Knowledge Basexc2xb7 Provide accurate and creative solutions to user problems of moderate nature to ensure user productivityxc2xb7 Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customersxc2xb7 Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as neededxc2xb7 Monitor and resolve system generated alertsxc2xb7 Perform Azure and on-premises server and user endpoint patchingxc2xb7 Troubleshoot and resolve backup failuresRequirementsQualifications xc2xb7 Bachelors Degree in IT preferred and 2-5 years in a service desk environment Active Directory Azure Active Directory passwords User Creation GPO etc xc2xb7 Experience supporting VDI technologies such as Azure Virtual Desktop iGEL Citrix VMware FSLogixxc2xb7 Remote Printer Support and troubleshootingxc2xb7 Experience with Windows OS patching and endpoint patching utilizing inTune is desiredxc2xb7 Experience troubleshooting VPN and Remote Desktop Connections is desiredxc2xb7 Experience with Logic Monitor and Azure Monitor is desiredxc2xb7 Strong listening verbal and written communication skillsxc2xb7 A strong sense of urgency and the ability to multi-task effectively with attention to detailsxc2xb7 Well-developed organizational communications and time management skillsxc2xb7 Ticket management knowledge critical urgency importantxc2xb7 A strong business maturity and professionalism is essentialxc2xb7 Ability to troubleshoot analyze and resolve customer concernsxc2xb7 High technical aptitude and strong PC literacy skills including function and capabilitiesxc2xb7 Ability to work independently as well as part of a team and function well under pressurexc2xb7 ITIL HDI Support Center Analyst Certification Network A or Security and Azure certifications are highly desired

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