Service Desk

2 weeks ago

Pune, India TalentOla Full-time

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key Responsibilities:

Provide L2 remote support for US and Canada-based end users in a 24/7 support model.
Respond to client service requests via phone, email, chat, and ticketing systems.
Diagnose and resolve hardware/software incidents including operating systems (Windows), Microsoft Office, Outlook, antivirus, and other applications.
Support user issues related to software images, security patches, deployed software packages, and system tools.
Troubleshoot and resolve issues with printers/scanners, browsers, Outlook configuration, VPN, and network connectivity.
Escalate unresolved or complex issues to specialized support teams.
Perform user management activities in Active Directory (AD) including account creation, password resets, and permissions management.
Work with tools such as O365, MIM, and adhere to ITIL processes for incident, problem, and change management.
Install, configure, and troubleshoot computer hardware, peripherals, and software systems remotely.
Maintain documentation of issues, resolutions, and escalation points.
Ensure compliance with security protocols, including mobile device management and VPN usage.

Required Skills & Qualifications:

Minimum of 5 years of relevant experience in IT service desk or technical support roles.
Excellent verbal and written communication skills in English.
Strong knowledge of Windows Desktop platforms, Microsoft Office Suite, Outlook, and O365.
Hands-on experience with Active Directory, MIM, ITIL framework, and ticketing systems.
Familiarity with basic networking concepts and remote support tools.
Strong problem-solving skills with the ability to troubleshoot complex desktop, software, and connectivity issues.
Experience in handling VPN configurations, software installations, and endpoint security solutions.
Ability to work in rotational shifts including nights, weekends, and holidays as per business requirements.

Preferred Qualifications:

ITIL Certification (Preferred)
Microsoft Certifications (e.g., MCSA, MS-900, MD-100/101) are an advantage.
Experience with enterprise environments and tools like SCCM, ServiceNow, or similar.