Associate Service Desk Analyst
New
India, 24x7 support modelFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 2–4 years of experience supporting Windows enterprise environments
- Required Skills
- Microsoft OfficeTroubleshootingServiceNow
Requirements
- 2–4 years of experience supporting Windows enterprise environments and Microsoft Office productivity tools.
- 1–2 years of experience working with Active Directory and basic user administration tasks.
- 1–2 years of experience in a service desk or remote IT support environment.
- Basic understanding of networking fundamentals (DHCP, DNS, IP addressing) and server concepts.
- Familiarity with remote support tools such as RDP and similar platforms.
- Good understanding of ITIL framework (ITIL Foundation certification is an advantage).
- Experience with ServiceNow or similar ITSM tools is preferred.
- Exposure to Mac OS or enterprise applications such as Oracle E-Business Suite is a plus.
- Strong problem-solving mindset with the ability to troubleshoot logically.
- Excellent verbal and written communication skills.
- Ability to work independently as well as collaboratively in a team environment.
- Willingness to work in a 24x7 support model.
Responsibilities
- Provide Level 1 and Level 2 technical support for Windows 11, Microsoft Office suite, VPN, telephony, and enterprise applications.
- Handle incoming IT service desk requests and ensure timely resolution following defined support procedures and escalation paths.
- Troubleshoot basic network and system issues including DHCP, DNS, IP configuration, and connectivity problems.
- Manage Active Directory tasks such as password resets, user profile changes, and basic access management.
- Support remote users using tools such as RDP and other remote assistance platforms.
- Monitor key IT infrastructure components and provide initial incident response and troubleshooting.
- Create and maintain knowledge base articles to document resolutions and improve service efficiency.
- Ensure high levels of user satisfaction through professional and responsive support.
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