BDO RISE is Hiring - Service Desk Analyst - Senior Associate

Job Responsibilities:

• Provide first-level technical support to end-users via phone, email, or in-person interactions.
• Diagnose and resolve hardware, software, and network issues promptly to minimize downtime.
• Conduct desktop support and troubleshooting over phone calls, utilizing remote support tools to efficiently resolve issues.
• Log and track all incidents and service requests in the ticketing system, ensuring accurate and timely updates.
• Prioritize and manage multiple tasks effectively to meet service level agreements (SLAs).
• Escalate complex issues to higher-level support teams when necessary, following established escalation procedures.
• Analyze and resolve technical problems by identifying root causes and implementing effective solutions.
• Document solutions for future reference and training, contributing to the knowledge base.
• Assist users with IT-related queries and provide guidance on hardware and software applications.
• Conduct user training sessions and create user-friendly guides to enhance user competence and confidence.
• Ensure users feel supported and informed, maintaining a high level of customer satisfaction.
• Serve as a point of contact for clients, ensuring their IT needs are met with high-quality service.
• Build and maintain strong relationships with clients, understanding their unique requirements and providing tailored solutions.
• Administer and support Azure, Office 365, AWS, GCP and other cloud environments.
• Be a problem solver - Identify solutions for hardware, software and network issue
• Utilizes ticketing and monitoring system and follow proper documentation and escalation processes
• Communicates with clients in a highly professional and timely manner
• Attends internal training to develop your skills and grow with us
• Other duties as required
• Shift Timings: 7:00pmIST-3:30amIST (Rotational)

Experience:

• Three (3) or more years of experience supporting the Microsoft operating system suite of products, to include cloud and web/networked computing environments required (Azure, Windows Server and Desktop, Office 365, MS Exchange, Active Directory, Azure AD, etc.), required
• Intermediate knowledge of network protocols, configurations, and operations, required
• Ability to triage problems, design and identify solutions and appropriately escalate issues in fast-paced environment, required
• Experience with Infrastructure backups such as VEEAM, Data Protection Manager (DPM), etc., preferred
• Experience with cloud technologies such as Azure, Azure Backups, AWS or similar cloud experience, preferred
• Previous experience in a technical support or service desk role within a managed services environment is desirable.
• Experience with Microsoft Azure, Virtual Desktop Infrastructure (VDI), Wintel administration, and desktop support is highly preferred.

Software

One of the following, required:

• Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server