Service Desk Analyst

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.

In your journey, you will be:

Primarily focused on:

• Ensuring smooth IT support operations
• Contributing to help desk policies, and procedures and ensuring their implementation
• Enrichment of IT support knowledge base and training

Fulfilling the below roles and responsibilities:

• 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.

Bringing in the below education and experience:

• Minimum 2 years of experience in an in-house IT team of a global organization
• Bachelors degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience

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.

Job Location:

• Mohali