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Technical Support Analyst - IT Service Desk

Technical Support Analyst - IT Service Desk

McGraw Hill

2 - 4 years

4 - 6 Lacs

noida

Posted:3 hours ago| Platform:

Apply

Skills Required

it analyst ticketing it service desk technical support analyst service desk gts customer service management licensing technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

:"Overview

Aspire to Grow

Our Global Technology Solutions (GTS) team equips our global business with the tools, technology, and expertise to deliver market-leading educational solutions to customers worldwide. With our continued success, we are expanding across India and opening up exciting new opportunities. We are now looking for a

Technical Support Analyst IT Service Desk

to join our growing team in

Noida

Your impact on the team

As our new

Technical Support Analyst IT Service Desk

, you will be the first point of contact for users seeking IT assistance. You ll play a critical role in delivering exceptional technical support and ensuring an outstanding customer service experience to our McGraw Hill Employees. Also partnering with other IT teams, you ll help escalate and resolve complex issues while driving the overall efficiency and effectiveness of the IT service desk.

Shift Timings

We are looking for someone adaptable and open to working in rotational shifts with rotational weekly offs.

A typical day might include:

Handling incidents and requests routed to the IT Service Desk, managing incoming calls, emails, and chats, while accurately tracking all information in the ticketing system
Providing technical support to resolve basic end-user issues and managing user administration tasks
Managing hardware and software assets, maintaining accurate inventory records, ensuring compliance with licensing agreements, and keeping data up to date
Contributing to knowledge management by resolving Tier 1 incidents
Following standard Service Desk operating procedures, logging all tickets accurately in the tracking software, and escalating unresolved issues to the appropriate resolver group

We re looking for someone with:

A bachelor s degree in a related field or equivalent practical experience
2-4 years of experience in technical/desktop support or IT helpdesk roles
Solid understanding of operating systems and application software to deliver high-level support
Proficiency with Microsoft Office applications for support, reporting, and documentation
Strong ability to provide technical support over the phone with excellent communication skills and a professional demeanour
Good to have experience on ServiceNow or with any ticketing tool

Why work for us

There has never been a better time to join McGraw Hill. In our culture of curiosity, collaboration, and innovation, you ll have the opportunity to shape your growth while helping us transform the future of learning.

49622

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Technical Support Analyst - IT Service Desk