IT Helpdesk

Urgent Hiring for Help Desk Analyst at Hyderabad (Immediate joiner)
**Key Responsibilities**:

- Service Support:

- Respond promptly to support requests and resolve issues within defined service level agreements (SLAs).
- Log and track all support interactions and incidents in the ticketing system.
- Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
- Identify recurring issues and escalate them to L2 support for further investigation.
- Documentation and Communication:

- Maintain accurate and up-to-date documentation of support procedures and solutions.
- Create and update knowledge base articles (KB) to assist in problem resolution.
- Communicate effectively with clients to understand their technical issues and provide solutions.
- Collaborate with L2 and L3 support teams to escalate and resolve complex issues.
- Skills:

- Understanding of computer systems, networks, and mobile devices.
- Knowledge of working with ticketing/ITSM tools like Service Now, JIRA, etc.
- Knowledge of working with tools supporting remote troubleshooting preferred.
- Knowledge on O365 is preferred.
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Certifications:

- ITIL Foundation certification preferred.
- Work Environment:

- Ability to work in a fast-paced environment with a focus on customer satisfaction.
- Availability for shift work, including evenings and weekends, and on US times as needed.

Pay: From ₹800,000.00 per year

Shift:

- Night shift
- Rotational shift

Work Location: In person