Service Desk Associate

The responsibilities for this role include monitoring the customer IT infrastructure using the provided monitoring tools. You will be responsible for responding to customer calls, opening support tickets, monitoring alerts, and handling service and incident support tickets. Additionally, you will need to contact customers to determine the nature of their problems, categorize and set priorities for support tickets, and provide technical support via remote access following the first call resolution process. Troubleshooting hardware and software issues according to defined SOPs is a crucial aspect of this role. You should have a good understanding of Windows & Linux OS, AD/DHCP/DNS, Azure/AWS IaaS, O365, Google Workspace, and network infrastructure. Providing support for O365/Google email infrastructure, computer software, including OS, Office, Anti-Virus, and other applications, as well as troubleshooting network devices and connection issues up to L1, will be part of your responsibilities. Handling Level L1 issues and escalating as necessary, logging calls into ITSM based ticketing systems, following the ITSM process, and updating completed support tasks on ticket worklogs and reports are essential tasks. Maintaining good client relations, tracking and managing work records are also important aspects of this role. This is a full-time position with day shift work days from Monday to Friday. The ideal candidate should have at least 1 year of experience in IT Help Desk. The work location is in Indore, Madhya Pradesh, and it requires in-person presence.,