Service Desk Technician

2 weeks ago

Gurgaon, India Ankura Full time

Ankura is a team of excellence founded on innovation and growth.

**Responsibilities**:

- Provide remote Tier 1 support and utilize a ticket tracking system to document all incidents and service requests.
- Address any tickets assigned by management or other technical teams in a timely manner.
- Serve as the initial point of contact for customers to report technical issues and answer questions regarding upgrades, installations, and other software/hardware/network issues.
- Accurately diagnose technical issues, gather, and document relevant information, and perform preliminary research using all available resources, including Ankura’s Knowledge Base.
- Clearly and thoroughly document all work performed in our ticket management system and track incidents through to resolution/escalation.
- Achieve metrics in support of service level agreements, client satisfaction surveys, and incident/request resolution.
- Manage stock levels of IT equipment and supplies at the Gurgaon office, coordinating and working with local Operations/Office Services teams.
- Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to IT leaders in a timely manner.
- Work with and provide support for various teams—including infrastructure/networking and security—to identify and resolve problems.
- Participate in and contribute to team meetings and suggest improvements.
- Maintain current knowledge of relevant technologies.

**Requirements**:

- Bachelor’s degree is preferred. Experience can be considered in lieu of a degree.
- 3+ years of experience in a hands-on support role.
- Analytical, results-orientated problem solver.
- Strong communication, multitasking, and customer service skills.
- Willingness to work onsite X days per week from our Gurgaon, India office.
- Demonstrable working knowledge of Windows 10/11 in a Hybrid Active Directory environment.
- Experience resolving printer and conferencing equipment issues. Fundamental understanding of networking and related protocols, Active Directory management, Group Policy management, NTFS and Share permissions.
- Microsoft, A+ or other relevant certifications.

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