IT Service Desk Analyst

In this role at Real Time Data Services (RTDS), you will be responsible for addressing technical queries and troubleshooting issues for US clients through calls and emails. You will also be required to resolve application issues, provide updates, and perform root cause analysis. Additionally, you will provide technical support to customers using Windows server-based systems and manage Windows server environments, including servers, applications, and databases. It will be your responsibility to respond to tickets raised by customers, ensure timely resolution within SLA, and manage Active Directory tasks such as creating and managing user accounts, groups, and permissions. Your good customer handling skills, both written and verbal, will be essential in this role. Moreover, you will diagnose and resolve Windows and applications problems efficiently and escalate issues as needed. Lastly, you will be expected to provide support, document issues, and solutions effectively. Key Responsibilities: - Answering and troubleshooting technical queries for US clients via calls & emails - Resolving application issues, providing updates, and performing root cause analysis - Providing technical support for users of Windows server-based systems - Managing and maintaining Windows server environments, including servers, applications, and databases - Responding to customer tickets and ensuring timely resolution within SLA - Managing Active Directory tasks like creating and managing user accounts, groups, and permissions - Diagnosing and resolving a wide range of Windows and applications problems - Troubleshooting issues as per guidelines and escalating when necessary - Providing support, identifying issues, and documenting solutions Qualifications: - Bachelor's degree (or equivalent) in computer science - 2+ years of experience as a Cloud Service Engineer (Note: No additional details of the company were provided in the job description),