Service Desk Analyst

Job Description: Service Desk Analyst Position Overview: We are seeking a dedicated and detail-oriented Service Desk Analyst to join our IT & Security department on a full-time, on-site basis. As a Service Desk Analyst, you will be the first point of contact for our staff and provide critical support to ensure the smooth operation of our IT systems. This role is pivotal in maintaining user productivity and aiding in the resolution of technical issues. Accountability - Ability to work in 24*7 environment, this is a must - First Point of Contact for users to report Technical issues - Record all interactions through call, email or chat in the Ticketing System. Resolve issues under support boundaries and route issues beyond scope to the respective Support Groups. - First Line Troubleshooting to be done completely using the available resources and documented before assigning/routing the tickets to the L2 Groups. - Ensure reported issues are responded and addressed as per the defined SLA timelines - To work towards effective and timely resolution of issues. - Document the Learning's and contribute Knowledge Articles - Timely Communication of Priority Issues to the respective stakeholders and coordinate until resolution. - Document detailed and accurate notes, record them on ITSM tool Technical Skill set - Voice Call Handling: excellent knowledge of handing voice calls and multitasking. - Email Communication: professional email writing skills. - Chat Communication: professional chat writing skills and multitasking. - Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts. - Exchange: Knowledge on functioning and configuration of Microsoft Exchange client. - AD: Knowledge on - Active directory, Proxy, DNS, Group Policy. - Network: Knowledge on – LAN setup, basic routing and switching, passive networking. - Desktop Security: Knowledge on – Antivirus deployment and update, patch management, monitoring and reporting. - Desktop, Laptop, Handheld devices: Knowledge on – build management, OS deployment, common application installation and troubleshooting, Hardware knowledge. - Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook, iPhone, Network printers, etc. - Printers: Hands on experience on managing printers (Local & Network printers) – Lex - Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools - ITIL: Knowledge of ITIL processes and procedures. - A+: knowledge of A+ processes and procedures. - KM: Knowledge management understanding, review & create new knowledge articles. - MS Office: Good / excellent knowledge for support of MS Office and standard software - Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW) - O365: Understanding of Microsoft Office (e.g. Office 365) Join our dynamic IT & Security team to help us maintain seamless operations and keep our workforce productive. If you thrive in a challenging, fast-paced environment and possess the required skills, we look forward to your application.