Technical Service Desk Analyst

As a Technical Service Desk Analyst based in Hyderabad, you will be responsible for providing excellent customer service through your strong communication skills, both written and verbal. With 1-2 years of IT Service Desk and/or Call Centre experience, you will have the opportunity to showcase your organizational skills and incident management expertise. Your responsibilities will include:

• Managing incidents, meeting business expectations, and maintaining effective communication.
• Performing basic User & Security Group Active Directory administration.
• Demonstrating proficiency in Microsoft operating systems, specifically Windows 10/11 and MS Office Apps Suite.
• Troubleshooting MS Outlook in a network environment.
• Utilizing MS Teams and having knowledge of tools such as SNOW & Monitoring Tools Spectrum.
• Responding promptly to queries and incidents through various channels like telephone, chat, and email.

In your role, you will be expected to:

• Communicate effectively with technical staff and escalate issues to Resolver group when necessary.
• Support and classify incidents by assessing severity, impact, and risk.
• Address straightforward incidents and service requests, escalating unresolved cases to application specialist teams.
• Monitor incident progress and keep users informed throughout the resolution process.
• Formally close incidents and service requests after initial review and evaluation.
• Notify affected customers of major IT incidents and service requests.

Additionally, it would be beneficial if you have an understanding of the ITIL framework, along with experience in Client OS (Win10/Win11) and O365 Suite (MS Outlook, MS Teams, SharePoint, OneDrive). Important and preferred skills for this role include MFA and O365 experience. As a Technical Service Desk Analyst based in Hyderabad, you will be responsible for providing excellent customer service through your strong communication skills, both written and verbal. With 1-2 years of IT Service Desk and/or Call Centre experience, you will have the opportunity to showcase your organizational skills and incident management expertise. Your responsibilities will include:

• Managing incidents, meeting business expectations, and maintaining effective communication.
• Performing basic User & Security Group Active Directory administration.
• Demonstrating proficiency in Microsoft operating systems, specifically Windows 10/11 and MS Office Apps Suite.
• Troubleshooting MS Outlook in a network environment.
• Utilizing MS Teams and having knowledge of tools such as SNOW & Monitoring Tools Spectrum.
• Responding promptly to queries and incidents through various channels like telephone, chat, and email.

In your role, you will be expected to:

• Communicate effectively with technical staff and escalate issues to Resolver group when necessary.
• Support and classify incidents by assessing severity, impact, and risk.
• Address straightforward incidents and service requests, escalating unresolved cases to application specialist teams.
• Monitor incident progress and keep users informed throughout the resolution process.
• Formally close incidents and service requests after initial review and evaluation.
• Notify affected customers of major IT incidents and service requests.

Additionally, it would be beneficial if you have an understanding of the ITIL framework, along with experience in Client OS (Win10/Win11) and O365 Suite (MS Outlook, MS Teams, SharePoint, OneDrive). Important and preferred skills for this role include MFA and O365 experience.