IT Service Desk

6 days ago

Pune, Maharashtra, India ti Steps Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Summary:

We are seeking a proactive and customer-focused IT Service Desk Analyst to provide first-line technical support to end-users across the organization. The ideal candidate will have strong troubleshooting skills, a solid understanding of IT systems, and a passion for delivering high-quality support. You will play a key role in maintaining user productivity by resolving IT issues and escalating where necessary.

Key Responsibilities:

  • Act as the first point of contact for all IT support requests via phone, email, chat, or ticketing system
  • Provide technical support for hardware (desktops, laptops, printers, mobile devices), software, and network-related issues
  • Troubleshoot problems related to Windows, macOS, Microsoft Office 365, email, VPN, and remote access tools
  • Log, categorize, and prioritize support tickets using a ticketing system (e.g., ServiceNow, JIRA, Freshservice)
  • Follow ITIL or internal support procedures to ensure timely resolution or proper escalation
  • Set up new users with laptops, accounts, permissions, and access to enterprise systems
  • Maintain asset inventory and ensure accurate documentation of IT assets and support procedures
  • Assist with software installations, updates, and patches
  • Collaborate with other IT teams (network, security, infrastructure) to resolve complex issues

Required Qualifications:

  • Associates or Bachelors degree in IT, Computer Science, or a related field (or equivalent experience)
  • 2 -4 years of experience in a help desk or IT support role
  • Solid understanding of Windows OS, Microsoft 365, Active Directory, and basic networking concepts
  • Experience using remote support tools (e.g., TeamViewer, AnyDesk, Bomgar, or RDP)
  • Familiarity with ticketing systems and ITSM practices
  • Ability to work independently, prioritize tasks, and handle multiple issues simultaneously

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