IT Service Desk Support Technician (6 Months Contract),Hybrid,Immediate Joiner Required,Pune (SSwar) Hybrid

The IT Service Desk Analyst is the first point of contact for employees experiencing technology issues. This role is responsible for logging triaging troubleshooting and resolving incidents and service requests related to hardware software network access and business applications escalating complex issues to Tier 2/3 teams as needed. Success in this role means fast friendly accurate support that keeps employees productive.


Key Responsibilities

Serve as the first point of contact for IT support via phone chat email and ServiceNow ticketing providing prompt and professional responses.

Log categorize and prioritize incidents and service requests in ServiceNow ensuring accurate documentation of issue details and resolution steps.

Troubleshoot and resolve common issues involving Windows/macOS Microsoft 365 (Outlook Teams SharePoint) VPN MFA printers and mobile device access.

Perform account and access management tasks: password resets account provisioning/deprovisioning group and access requests via Okta/Active Directory.

Manage hardware lifecycle tasks including laptop imaging deployment asset tagging and equipment returns for new hires transfers and offboarding.

Escalate unresolved or complex tickets to Tier 2/3 support or the appropriate subject-matter team providing clear handoff notes.

Meet or exceed defined SLAs for response time resolution time and customer satisfaction (CSAT).

Maintain and contribute to the internal knowledge base documenting new solutions and updating outdated articles.

Support onboarding/offboarding logistics conference room and AV technology and basic network connectivity troubleshooting.

Identify recurring issues and escalate trends to leadership to support root-cause and process improvement efforts.

Required Qualifications

13 years of experience in a help desk service desk or technical support role (internships count).

Working knowledge of Windows and macOS operating systems Microsoft 365 applications and basic networking concepts (DNS DHCP VPN).

Strong customer service orientation with clear patient written and verbal communication.

Ability to prioritize and manage multiple tickets in a fast-paced environment while meeting SLA targets.

Basic understanding of ITIL concepts such as incident problem and request management.

High school diploma or equivalent required; Associates or Bachelors degree in IT Computer Science or related field preferred.

Preferred Qualifications

Experience with ServiceNow Okta JAMF Intune or similar ITSM/endpoint management tools.

Familiarity with Active Directory Azure AD and basic scripting (PowerShell) is a plus.

Industry certifications such as CompTIA A ITIL Foundation or Microsoft 365 Certified: Fundamentals.

Core Competencies

Customer Focus treats every ticket as a real persons productivity blocker.

Problem Solving diagnoses root cause rather than just symptoms.

Communication explains technical issues in plain language.

Adaptability comfortable with shifting priorities and a varied ticket queue.

Ownership follows tickets through to resolution and closes the loop with the requester.

Working Conditions

Require eveningweekend or on-call coverage to support business needs.


Skills

Serve as the first point of contact for IT support via phone chat email and ServiceNow ticketing providing prompt and professional responses.

Log categorize and prioritize incidents and service requests in ServiceNow ensuring accurate documentation of issue details and resolution steps.

Troubleshoot and resolve common issues involving Windows/macOS Microsoft 365 (Outlook Teams SharePoint) VPN MFA printers and mobile device access.

Perform account and access management tasks: password resets account provisioning/deprovisioning group and access requests via Okta/Active Directory.

Manage hardware lifecycle tasks including laptop imaging deployment asset tagging and equipment returns for new hires transfers and offboarding.

Escalate unresolved or complex tickets to Tier 2/3 support or the appropriate subject-matter team providing clear handoff notes.

Meet or exceed defined SLAs for response time resolution time and customer satisfaction (CSAT).

Maintain and contribute to the internal knowledge base documenting new solutions and updating outdated articles.

Support onboarding/offboarding logistics conference room and AV technology and basic network connectivity troubleshooting.

Identify recurring issues and escalate trends to leadership to support root-cause and process improvement efforts.


Education

High school diploma or equivalent required; Associates or Bachelors degree in IT Computer Science or related field preferred.