Service desk administrator

3 weeks ago

Chennai, India LTIMindtree Full time
Role – Service Desk Administrator
Experience: 3 to 5 years
Location: Coimbatore, Mumbai, Chennai , Bangalore and Hyderabad
Job Description
· Incident Resolution: Manage incidents and service requests that require deeper technical troubleshooting beyond L1 support.
· Intermediate Troubleshooting: Diagnose and resolve issues related to operating systems, network connectivity, and business-critical applications.
· Root Cause Analysis: Investigate the root cause of recurring incidents, providing insights for process improvements.
· Collaboration with L3: Work with L3 support on escalated incidents, ensuring smooth knowledge transfer and technical accuracy.
· Documentation: Document solutions for recurring incidents and update the knowledge base to aid L1 and future L2 responses. Mandatory Leaf Skills to Hire
· Technical Skills: Proficiency in network basics, desktop support, and experience with ITSM tools (e.g., Service Now, Jira).
· Soft Skills: Strong Communication skills, analytical skills, ability to manage escalations eƯectively, and collaborative team approach. Upskilling Tracks- Train on any two skills
· Windows remote Support
· EUC Desktop Engineering (Intune, SCCM, Citrix Unified Management, JAMF)
· Infra Monitoring, End user Analytics (Systrack, Nexthink)
· JAMF Pro Useful Certifications
· Certifications: ITIL Foundation
· Comp TIA A+, or Microsoft Certified: Modern Desktop Administrator. (Optional)

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