Service Desk Support Specialist

1 month ago

Hyderabad, Telangana, India Coretek Services Full time
Service Desk Analyst

The Service Desk Analyst plays a crucial role in providing high-quality level 2 support to a multi-client environment, delivering exceptional customer service, technical expertise, and timeliness. This position involves consulting and contributing to the knowledge base to optimize incident resolution, tracking calls, providing detailed documentation within ITSM records, and following through on resolution with end users.

Key Responsibilities:
  • Handle incoming tickets and provide second-level support, documenting each call with verified customer information and all troubleshooting steps.
  • Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, adhering to established standards.
  • Evaluate and escalate problems to the appropriate individual or group.
  • Collaborate with team members to resolve user and support issues across company sites, ensuring timely knowledge distribution and positive user satisfaction.
  • Contribute to the development and maintenance of the knowledge base.
  • Offer accurate and creative solutions to user problems of moderate complexity, ensuring user productivity.
  • Stay up-to-date with relevant product offerings and support policies to provide technically accurate solutions to customers.
  • Participate in team projects that enhance the quality or efficiency of the Service Desk and assist with special product-related issues as needed.
  • Monitor and resolve system-generated alerts.
  • Perform Azure and on-premises server and user endpoint patching.
  • Troubleshoot and resolve backup failures.
Qualifications:
  • Bachelor's Degree in IT preferred, with 2-5 years of experience in a service desk environment.
  • Experience supporting VDI technologies such as Azure Virtual Desktop, iGEL, Citrix, VMware, and FSLogix.
  • Remote Printer Support and troubleshooting.
  • Desired experience with Windows OS patching and endpoint patching using inTune.
  • Desired experience troubleshooting VPN and Remote Desktop Connections.
  • Desired experience with Logic Monitor and Azure Monitor.
  • Strong listening, verbal, and written communication skills.
  • A strong sense of urgency and the ability to multitask effectively with attention to detail.
  • Well-developed organizational, communications, and time management skills.
  • Ticket management knowledge, critical urgency important.
  • A strong business maturity and professionalism is essential.
  • Ability to troubleshoot, analyze, and resolve customer concerns.
  • High technical aptitude and strong PC literacy skills, including functions and capabilities.
  • Ability to work independently as well as part of a team and function well under pressure.
  • ITIL, HDI Support Center Analyst Certification, Network+, A+, or Security+ and Azure certifications are highly desired.
  • Active Directory, Azure Active Directory, passwords, User Creation, GPO, etc.

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