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Service Desk Analyst - Technical Support
3-8 years
Hyderabad / Secunderabad, Bangalore / Bengaluru
1 vacancy
Service Desk Analyst - Technical Support
Adroitent
posted 13hr ago
Job Description
- Excellent communication and customer service skills to support Global customers.
- 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.
- Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar)
- Diagnoses and resolves advanced IT related issues-Softwares, O365 and Windows operating systems.
- Assist with password resets, account lockouts, and other user account management tasks.
- 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.
- 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.
- 2-7 Yrs of experience in Service Desk/Technical Support - L1.
- Provide support through 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.
- Experience 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).
- Strong problem-solving and troubleshooting skills.
- 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
Employment Type: Full Time, Permanent
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