iFlow is hiring Service Desk Analyst

Service Desk Analyst

3-5 Years (2-3 Years of Experience in Supporting Remote IT Service Desk)

24/7 Rotational Shift in Hyderabad

Role Overview: The Level 1 Engineer will serve as the first point of contact for end users seeking technical assistance. This role focuses on troubleshooting computer hardware, software, and application issues while providing exceptional customer experience.

Knowledge of Windows and Mac operating systems.
Experience providing IT support remotely
Good Knowledge on Networking (LAN WAN, VLAN, and VPN, VOIP)
Experience in Active Directory, M365, AAD
Experience providing hardware support for different laptop OEMs (Lenovo, Dell and Apple)
Basic Knowledge of Virtualization, SCCM , JMAF and Intune
Configurations of E-mail, Collaboration tools (M365)
Working knowledge of ITSM tools like ServiceNow, JIRA Service desk etc.
Experience in Office 365, VOIP, Troubleshooting, Vendor Management, Asset Management
Strong communication and customer service skills.
Ability to work independently and escalate appropriately.
Excellent written and speaking English communication skills
Must have experience in providing Voice support apart from e-mail, chat
Knowledge of ServiceNow ITSM

Job Duties/ Responsibilities:
Provide technical assistance for Windows and MacBook laptops and computers.
Handle software upgrades, patch management, and application installations as per requirements.
Address end-user issues promptly, creating positive interactions at every touchpoint.
Leverage feedback to improve service and user experience.
Document all incidents and ensure timely resolution.
Provide SOP based support on end user devices
Work with L2 support teams
Ticket triaging and Q-management

This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

Service Desk Analyst

Job Description

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