Service Desk Support Specialist

6 days ago


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

The Service Desk Analyst plays a critical role in providing high-quality support to our multi-client environment. As a key member of our team, you will be responsible for delivering exceptional customer service, technical expertise, and timely resolutions to our clients.

Key Responsibilities:

  • Provide level 2 support to clients, documenting each call and including all troubleshooting steps.
  • Research, resolve, and respond to questions received via various channels in a timely manner, adhering to our 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 our Knowledge Base, providing accurate and creative solutions to user problems.
  • Stay up-to-date with relevant product offerings and support policies to deliver technically accurate solutions.
  • Participate in team projects to enhance Service Desk quality and efficiency, 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.

Requirements:

  • 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 expertise.
  • Desirable experience with Windows OS patching and endpoint patching using inTune.
  • Desirable experience troubleshooting VPN and Remote Desktop Connections.
  • Desirable experience with Logic Monitor and Azure Monitor.
  • Strong listening, verbal, and written communication skills.
  • A strong sense of urgency and ability to multitask effectively with attention to detail.
  • Well-developed organizational, communication, and time management skills.
  • Ticket management knowledge, with critical urgency being important.
  • A strong business maturity and professionalism are 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 and as part of a team, functioning well under pressure.
  • ITIL, HDI Support Center Analyst Certification, Network+, A+, or Security+ and Azure certifications are highly desirable.
  • Active Directory, Azure Active Directory, passwords, User Creation, GPO, etc.


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