Service Desk Analyst

Role: Service Desk Analyst
Location: Client location Hinjewadi Phase 1 Pune. 24*5 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/bachelors 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.