It Service Desk Analyst

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About the Role

We are looking for a skilled and customer-focused Service Desk Analyst. The ideal candidate should have excellent communication skills, hands-on experience with ticketing tools, and a solid understanding of troubleshooting technical issues particularly related to Active Directory, VPN connectivity, and Microsoft products.

Key Responsibilities

• Serve as the first point of contact for users, providing prompt and effective technical support.
• Handle user queries, troubleshoot issues, and provide resolutions within defined SLA timelines.
• Log, track, and manage incidents/requests using ticketing tools.
• Diagnose and resolve Active Directory related issues such as password resets, account lockouts, and permission management.
• Troubleshoot VPN connectivity issues, including login failures, network errors, and access problems.
• Provide technical support for Microsoft 365 and Windows-related issues, including Outlook, Teams, OneDrive, SharePoint, and general OS troubleshooting.
• Escalate complex or unresolved issues to higher-level support teams when required.
• Ensure high-quality customer service and maintain detailed documentation of issues and resolutions.
• Requirements
• 1-3 years of experience in IT Service Desk or Technical Support (Voice or Non-Voice).
• Strong communication skills (both verbal and written).
• Hands-on experience with ticketing tools such as ServiceNow, JIRA, or Remedy.
• Experience in resolving Active Directory and VPN-related issues.
• Good troubleshooting knowledge of Microsoft 365 and Windows products.
• Strong customer service orientation with the ability to work in a fast-paced, 24/7 environment.
• Willingness to work in rotational shifts.

Additional Details

2-way cab facility provided for all shift timings.

Exposure to a global IT support environment.

Excellent learning and career growth opportunities within IT infrastructure and support

And excellent communication skills.