Desktop Support Analyst

3 days ago

Gurgaon, Haryana, India ITC Infotech Full time ₹ 5,00,000 - ₹ 10,00,000 per year

Job description

Technical Skills:

Mandatory: Install & Configure laptops (HP models G7, G8, G10) , Pc's, Basic Networking, understanding of switches & routers, Win 10/11 OSD & troubleshooting.

Nice to have: MAC installs & troubleshooting, Video Conferencing (Yealink), Network Printers,

MECM basics, ServiceNOW, Digital Media Players (Scala). Microsoft certifications, ITIL framework

Roles and Responsibilities:

Operational Support (1st Line/2nd Line):

  • Actively participate in desktop/laptop support operations and report on tasks/activities.
  • Provide Level 1/2 technical support for all Windows-based (Win10/Win11) or MAC client machines.
  • Record all actions in detail using the incident management tool and methodology.
  • Responsible for software installation & troubleshooting (Local & Remote) of desktops & laptops through service requests.
  • Manage hardware stock and inventory using in-house developed tools.
  • Handle deployment of software(s) using SCCM.
  • Conduct bulk rollouts across the organization.
  • Create new virtual PCs using VMWare vSphere 6.x / 7.x.
  • Configure in-house telephony applications.
  • Coordinate with other technical teams for incident resolution.
  • Propose changes to the knowledge base / documentation (Technical/Functional).
  • Provide weekly support during business hours (Ombuds as per Colruyt terminology) as per the team roster throughout the year.
  • Solve issues, drive enhancements, and improve support for all IT-related functions: operational support, application support, and service delivery.

Preferred Knowledge and Skills:

  • PC Hardware and troubleshooting knowledge.
  • Basic networking knowledge.
  • Microsoft certification on Win10/11 operating system, or MAC (Optional).
  • Knowledge of ITIL framework (Optional).

Expectations:

  • A professional who believes in organizational values such as respect towards individuals, teamwork, readiness to serve, cost/benefit mindset, efficiency with simplicity, and open communication while respecting privacy/confidentiality.
  • Ability to work in a complex environment with flexibility to adapt to changing conditions.
  • Good communication skills (verbal, non-verbal, written) in English.
  • Self-driven, proactive, quick learner with a strong sense of ownership.
  • Social and able to build professional relationships with people at all levels.
  • Customer-friendly yet assertive (e.g., critical in non-standard requests).
  • Proficient in creating and maintaining data in Microsoft Word and Excel.

Experience and Qualifications:

  1. To 5 years of relevant and recent experience in Windows System administration (Win10/Win11/MAC).

  2. Diploma/Graduation/Engineering Degree from a reputed institute.

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