Job Description

Role: Service Desk Analyst
Location: Client location – Hinjewadi Phase 1, Pune. 245 with self-travel

Job Responsibilities:

• Provide assistance and support to users with L1 Type of queries/issues.

• Provide single Point of Contact (SPOC) for assistance with IT Services under

scope.

• Monitor and respond quickly and effectively to requests received through the

IT Helpdesk system.

• Follow standard help desk procedures.

• Log IT related (incidents, service requests, events) from users received

through phone, mail, or employee self- service.

• Recording, tracking, and updating incident information in Service Now.

• Respond to requests for technical assistance in person, via phone or

electronically.

• Route service requests to the appropriate teams.

• Assist with the onboarding and off boarding of employees.

• General account management.

• Identify and escalate incidents based on priority.

• Mange user and computer properties on systems like SSO, MFA and AD.

• Perform upgrade/maintenance of system and software applications.

• Configure and provide end user support for desktops and laptops.

• Configure network settings using DHCP, DNS and 3-party software.

• Generate service management reports as mutually agreed from the ticketing

tool and publish.

• The same to the respective stakeholder.

• Verify/Assign incidents based on the priority matrix.

• Document internal procedures and update knowledge articles accordingly.

• Ensure incidents are resolved on time.

• Be a champion to our customers.

Skills Required:

• Diploma/bachelor’s degree in science or equivalent experience.

• Experience: Min 1.5 years

• Working knowledge of fundamental operations of relevant software

background and others.

• Knowledge of relevant call tracking applications.

• Knowledge of Active Directory.

• Should have good written and verbal communications skills.

• Knowledge and experience of customer service practices.

• Related experience and training

• User support experience, including remote support.