Service Desk Analyst - L1

Preferred candidates: Good knowledge of laptop desktop troubleshooting Good experience of service desk Excellent knowledge about VPN/Windows OS, M365, Active Directory, Active Role Server Key Responsibilities:- Responsible for assisting end users on applications problems, system administration issues, or network concerns Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via Telephone, Chat or Email. Identify and escalate tickets requiring urgent attention and action. Log all contacts and document all the activities accurately and completely within the incident management tool. Deal with and resolve helpdesk requests. Take ownership of user issues and resolve the problems on behalf of the user and communicate progress in a timely manner Open to working in a 24*7 environment with rotating shifts and rotating week-offs & Holidays Skill Required:- Previous experience in IT helpdesk (Chat & Voice) Excellent communication skills (Verbal, Written) Knowledge of Windows, Mac OS, and Virtual Desktop Environments Decent Typing speed Awareness of basic networking concepts like DHCP, DNS, TCP/IP, VPN and technologies Provide standard application support including but not limited to : Outlook Email, MS 365, Zoom, VPN, Browsers, Avaya One-X Softphone, Software installation/Uninstallation, Corporate Mobile, etc. Password reset, BitLocker, account management, Endpoint security issues, Virtual Desktop (Teams, Webex, Zoom etc) Active directory, MFA and Printer Mapping.