Service Desk

Job Description: We are looking for a dedicated and proactive IT Support Technician to join as IT Service Desk Analyst. This role requires rotational 24/7 support operations with Work from Office and candidate will be the first point of contact for end-users issues. candidate will be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations. Certification: • An ITIL, MCSA or A+ certification is desirable. Roles and Responsibilities • Serve as the initial point of contact for technical support requests via phone, email, and support tickets. • Collaborate with team peers to provide best-in-class customer service for aligned task. • Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems. • Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures. • Should have a basic understanding of Major Incident Management (MIM). • Should have a basic understanding of tools like ServiceNow, Genesys, LogMeIn Rescue (LMI), BeyondTrust (Bomgar) • Diagnoses and resolves advanced IT related issues-Softwares, O365 and Windows operating systems. • Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge. • Setup / Diagnoses and resolve MTR / AV related issue. • Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates. • Monitor service desk queues and prioritize requests based on urgency and impact. • Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices. • Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates. • Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems. • Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards. • Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology. • Candidate should be an effective team player with a keen eye on Continuous Improvements. • Makes recommendations for updates to the KB database. Desired Candidate Profile • 0-2 Yrs of experience in Service Desk/Technical Support - L1. • Provide support through Voice Calls, Emails and self-service tickets and should be willing to work in 24*7 rotational shift environment. • Excellent communication and customer service skills to support Global customers. • Familiarity with advanced Active Directory, O365, software installation, Printers and other standard applications. • Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi. • Good knowledge of ticketing systems (e.g., ServiceNow). • Ability to work independently and as part of a team in a fast-paced environment. • Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users. • Strong customer service orientation with a focus on user satisfaction. • Ability to manage time effectively and prioritize tasks based on urgency.