IT Service Desk Professional

Rarr Technologies

1 - 3 years

5 - 8 Lacs

pune

Posted:None| Platform:

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Skills Required

ticketing automation vpn active directory dns problem management windows microsoft cisco dhcp

Work Mode

Work from Office

Job Type

Full Time

Job Description

Provide first- and second-level IT support via phone, email, chat, and ticketing tools.
Troubleshoot and resolve issues related to: - Windows and macOS systems - Office 365 applications (Teams, Outlook, SharePoint, OneDrive, etc.) - VPN connectivity and network access - Mobile Device Management (e.g., Intune, JAMF, AirWatch)
Install, configure, and maintain software and hardware for laptops, desktops, and mobile devices.
Administer Active Directory user management (password resets, account unlocks, group policies).
Escalate complex issues to appropriate teams with complete technical context.
Maintain accurate records of all user interactions and issue resolutions in the ITSM system.
Monitor key infrastructure services (disk space, backup status, system health) using standard tools.
Contribute to the knowledge base and help develop documentation for recurring issues.
Participate in onboarding and offboarding processes from an IT support perspective.
Follow ITIL-aligned best practices for incident, request, and problem management.
Proactively identify opportunities for automation or improvement in support processes.
Use monitoring tools and observability platform to communicate service impact to users
Prepare outage notification and handle crisis bridge
Work on infrastructure and application related critical incidents to follow up with respective support teams

Required Skills & Qualifications:

1 3 years of experience in a similar Service Desk or IT Support role.
Graduate in any discipline.
Proficiency in supporting: - Windows 10/11 and macOS environments - Microsoft 365 suite (Exchange Online, Teams, SharePoint) - VPN technologies (Cisco AnyConnect, FortiClient, etc.) - MDM platforms (Microsoft Intune, JAMF, Workspace ONE)
Basic understanding of networking concepts: DNS, DHCP, TCP/IP.
Familiarity with ITSM tools (Jira, BMC Helix, etc.)
Strong analytical and troubleshooting skills with a keen attention to detail.
Excellent communication and customer service skills.

It Service Desk, Mdm, Ticketing

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