Information Technology Service Desk

Job Title:

Experience Required:

Location:

Job Type:

Job Summary:

We are seeking a proactive and customer-oriented Service Desk Analyst with at least 2 years of experience in IT support. The ideal candidate will be responsible for providing first-line technical support to end users, ensuring the smooth operation of IT systems, and maintaining high levels of customer satisfaction.

Key Responsibilities:

• Provide first-level technical support via phone, email, and ticketing systems.
• Diagnose and resolve hardware, software, and network issues.
• Log and track all incidents and service requests in the ITSM tool (e.g., ServiceNow, Fresh service, symphony ).
• Escalate unresolved issues to appropriate technical teams.
• knowledge of P1, P2, P3, P4
• Assist with user account management (e.g., password resets, access rights).
• Ensure timely follow-up and closure of tickets as per SLAs.
• Maintain knowledge base documentation and contribute to continuous service improvement.
• Support onboarding/offboarding processes, including laptop configuration and access provisioning.
• Provide support for remote users via remote desktop tools.
• Collaborate with IT teams to identify recurring issues and recommend long-term solutions.

Required Skills & Qualifications:

• Minimum 2 years of experience in a service desk or IT support role.
• Proficiency with Windows OS, Microsoft 365, Active Directory, and basic networking.
• Familiarity with ITSM ticketing tools (e.g., ServiceNow, Jira Service Desk).
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to prioritize and handle multiple tasks under pressure.

Education:

• Bachelor's degree -Regular (full time)

Work Environment:

• On-site (based on company policy).

Suman Sharma

Hrdhelpdesk1@raspl.com