Service Desk Associate 1 (Hyderabad)

Job Description

As a Level 2 Service Desk Analyst, you will play a crucial role in providing technical support and assistance to end-users across our clients. Your responsibilities will include:- Incident Resolution: Responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team.- Troubleshooting: Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution.- Technical Support: Providing guidance and support to end-users in using IT systems, applications, and hardware effectively.- Escalation: Escalating complex technical issues to Level 3 support or relevant teams when necessary, while maintaining ownership of the incident.- Documentation: Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference.- User Training: Assisting in user training and education programs to enhance their technical skills and knowledge.- Monitoring: Monitoring and maintaining IT systems and networks to proactively identify potential issues and prevent service disruptions.- Collaboration: Collaborating with IT teams, including network, security, and application teams, to ensure seamless service delivery.- Adherence to SLAs: Meeting or exceeding service level agreements (SLAs) for incident response and resolution times.Qualifications:- Bachelors degree in Computer Science or a related field.- Relevant IT certifications (e.g., CompTIA A, ITIL, Microsoft Certified Professional) is a plus.- Previous experience in a Level 1 / Level 2 Service Desk role or similar IT support position.- Proficiency in troubleshooting Windows and/or Mac operating systems.- Robust verbal and written communication skills.- Communication skills and a customer-oriented mindset.- Ability to work under pressure and meet deadlines. As a Level 2 Service Desk Analyst, you will play a crucial role in providing technical support and assistance to end-users across our clients. Your responsibilities will include:- Incident Resolution: Responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team.- Troubleshooting: Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution.- Technical Support: Providing guidance and support to end-users in using IT systems, applications, and hardware effectively.- Escalation: Escalating complex technical issues to Level 3 support or relevant teams when necessary, while maintaining ownership of the incident.- Documentation: Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference.- User Training: Assisting in user training and education programs to enhance their technical skills and knowledge.- Monitoring: Monitoring and maintaining IT systems and networks to proactively identify potential issues and prevent service disruptions.- Collaboration: Collaborating with IT teams, including network, security, and application teams, to ensure seamless service delivery.- Adherence to SLAs: Meeting or exceeding service level agreements (SLAs) for incident response and resolution times.Qualifications:- Bachelors degree in Computer Science or a related field.- Relevant IT certifications (e.g., CompTIA A, ITIL, Microsoft Certified Professional) is a plus.- Previous experience in a Level 1 / Level 2 Service Desk role or similar IT support position.- Proficiency in troubleshooting Windows and/or Mac operating systems.- Robust verbal and written communication skills.- Communication skills and a customer-oriented mindset.- Ability to work under pressure and meet deadlines.

Keyskills :
TroubleshootingTechnical SupportEscalationDocumentationUser TrainingMonitoringCollaborationWindows troubleshootingVerbal communicationWritten communicationIncident ResolutionAdherence to SLAs