Service Desk Analyst- L1
2 weeks ago
Preferred Candidate profile:
- 3-8 yrs of experience in SD can apply
- comfortable with rotational shift.
- Good knowledge of laptop desktop troubleshooting
- Good experience of service desk
- Excellent knowledge about VPN/Windows OS, M365, Active Directory, Active Role Server
Key Responsibilities: -
- Responsible for assisting end users on applications problems, system administration issues, or network concerns
- Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via Telephone, Chat or Email.
- Identify and escalate tickets requiring urgent attention and action.
- Log all contacts and document all the activities accurately and completely within the incident management tool.
- Deal with and resolve helpdesk requests.
- Take ownership of user issues and resolve the problems on behalf of the user and communicate progress in a timely manner
- Open to working in a 24*7 environment with rotating shifts and rotating week-offs & Holidays
Skill Required: -
- Previous experience in IT helpdesk (Chat & Voice)
- Excellent communication skills (Verbal, Written)
- Knowledge of Windows, Mac OS, and Virtual Desktop Environments
- Decent Typing speed
- Awareness of basic networking concepts like DHCP, DNS, TCP/IP, VPN and technologies
- Provide standard application support including but not limited to: Outlook Email, MS 365, Zoom, VPN, Browsers, Avaya One-X Softphone, Software installation/ Uninstallation, Corporate Mobile, etc.
- Password reset, BitLocker, account management, Endpoint security issues, Virtual Desktop (Teams, Webex, Zoom etc.)
- Active directory, MFA and Printer Mapping.
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