Senior Technical Consultant

• ITIL Foundation Knowledge/certification.
• Experience with remote desktop and diagnostic tools.
• Ability to create and maintain SOPs and user guides.
• Strong problem-solving and analytical skills.

We are looking for a skilled and customer-focused Service Desk Analyst to provide multi-tiered IT support to end users.

This role encompasses Level 1 support responsibilities, including enabling self-help capabilities, resolving basic software/hardware issues, and performing advanced diagnostics for escalated incidents and service requests.

• Enable and guide end users in using self-help tools for basic software and hardware issues.
• Support incident and service request reporting.
• Assist with password reset tools and account recovery processes.
• Respond to “how-to” queries and fulfill routine service requests (e.g., password resets, account unlocks, VPN connectivity, Teams, outlook issues, Basic troubleshooting).
• Remote troubleshooting.
• Log, categorize, and track incidents and requests to closure.
• Handle escalated issues requiring specific application knowledge or advanced troubleshooting.
• Run diagnostics and perform remote support for complex incidents.
• Coordinate field services for part ordering and desk-side visits as per client policies.
• Ensure proper documentation and escalation to Level 2 support when necessary.
• L3 need to also support complex issues related to running the diagnostics and remotely perform advanced troubleshooting.
• Need to involved in KB process innovation for the team
• L3 needs to validate if it includes any ordering parts as per Client policies to facilitate any required desk side visits from field services technicians and do a warm transfer to the (Onshore EUS Level 2 Support).