Desktop Support Analyst

Title: Systems Engineer - Analyst

Duration : 12 months Contract.

Location: Bangalore & Hyderabad.

Note : Looking for 2-3 Years of experence only.

• 2-3 years of relevant experience in troubleshooting technical issues related to Desktops, laptops, mobile devices, Cisco Phones

  .

Technical Support Responsibilities:

• Respond to requests for technical assistance by phone, email, chat.

• Enter and manage all incidents and problems in the incident management system and act as a liaison between users and technical escalation teams.
• Knowledge on Service Now ticketing tool
• Energetically follow-up on open incidents and provide status updates while carrying the ticket from its cradle to grave.
• Escalate problems (when required) to the appropriate teams.
• Maintain hygiene in ticket documentation, category selection and overall ticket quality.
• Identify and learn appropriate software and hardware used and supported by the firm.
• Where applicable, encourage users to use self-help resources and demo them on how to find answers on common issues or FAQs.
• In depth understanding of virtual computers hosted via ESX servers and experience in configuring and troubleshooting them.
• Understanding on Active Directory, Networking, Messaging and Hardware necessary.
• Advanced troubleshooting experience in Microsoft Office applications suite including Teams, O365.
• Experience in troubleshooting issues related to VPN, RSA SecurID, Corporate applications on

  Mobile devices through any MDM service