Technical Service Desk Analyst

Title: Technical Service Desk Analyst

Location: Hyderabad

Exp: 1-4 yrs

Job Description

• Excellent communication skills, both written as well as verbal, with prior voice support experience
• Excellent organizational skills
• 1-2 years previous IT Service Desk and/or Call Centre experience required
• Incident Management experience – Managing incidents including business expectations and communication
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10/11 and MS Office Apps Suite
• Experience with using and troubleshooting MS Outlook within a network environment
• Has experience on MS Teams.
• Has sound tools knowledge (SNOW & Monitoring Tools Spectrum ) will be added advantage
• You are a self-motivated achiever who gains satisfaction from providing excellent customer service
• Respond quickly to all queries and incidents, Manage incidents, including via telephone, Chat & email.
• Communication, alerting technical staff via assignments and escalating to Resolver group.
• Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk.
• Address queries and provide resolution of straight forward incidents /Service requests.
• Escalation of unresolved cases to next level application specialist teams.
• Monitoring & Tracking - Review the progress of an incident and keeping the user informed.
• Closure, formally closing incidents/Service requests. Initial review and evaluation of the case.
• Communicate major IT incidents /Service requests to affected customers.
• Good to have – Understanding of ITIL framework, Client OS i.e. Win10 / Win11, O365 Suite i.e. MS Outlook, MS Teams, SharePoint, OneDrive etc.

Important / Preferred Skills - MUST HAVE MFA AND O365 Experience.