EXOedge - Service Desk Analyst - Technical Support (2-6 yrs)

We are looking for experienced L1/L2 IT Service Desk professionals to join our 24x7 IT helpdesk team providing L1/L2 support.

An ideal candidate will bring a combination of hands-on technical expertise from a fast-paced and growing environment. You should be an expert in IT End User Services processes and related technologies.

What to expect in your journey :

- Ensuring smooth IT support operations.

- Contributing to help desk policies and procedures and ensuring their implementation.

- Enrichment of IT support knowledge base and training.

- Prioritize incidents and service requests according to defined processes to meet defined SLAs.

- Use remote tools and diagnostic utilities to aid in resolving support requests.

- Installing and configuring hardware and software components throughout various network infrastructure

devices.

- Install antivirus software and ensure virus definitions are up to date.

- Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.

- Ensuring company safety and security standards are met

What you bring to the table :

- Bachelor/master's degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience.

- 2 to 6 years of experience in an in-house IT team of a global organization and 2+ years of relevant work experience in onboarding roles is an advantage.

- Understanding of IT infrastructure, Active Directory, O365.

- Strong working knowledge of Networks, and DNS

- Excellent communication and interpersonal abilities

Technically sound in :

- Ticketing tools: ServiceNow, Zendesk, etc.

- IT Service Management modules : Service Portal, Agent Workspace, Service Catalog, Request Management, Incident Management, Knowledge Management, and Basic Configuration Management Database (CMDB)

- Microsoft Suite of Applications : Active Directory, Office 365, Azure, and IT infrastructure

- Knowledge of Networks, DNS.

Shift timings : 24-7 - Rotational Shifts.