Service Desk Analyst

Overview

Service Desk Analyst providing Level 1 & 2 support for Windows and enterprise services in a 24x7 environment.

What you'll do

• Attend IT service desk calls and follow the appropriate procedures.
• Provide Level 1 & 2 technical support for Windows, Office, VPN, telephony, and server infrastructure.
• Support enterprise applications, including Windows/Office-related service requests.
• Follow and create knowledge articles to document resolutions.
• Proactively monitor infrastructure components and perform initial troubleshooting.
• Work to ensure user satisfaction.

What you'll need

• Good understanding of the Windows 11 enterprise environment and UI (user profile, email configuration, app installation).
• 2-4 years’ hands-on experience with Office productivity tools (Word, Excel, PowerPoint, Outlook).
• Basic understanding of MS networking setup and configuration for PCs (DHCP, DNS, IP configuration).
• 1-2 years’ experience managing Active Directory (password reset, user profile changes, Apps/Patch distribution via WSUS/SMS).
• 1-2 years’ experience with international service desk and remote support tools (RDP, GTA, PCAnywhere).
• Basic knowledge of the ITIL framework (V3.0 foundation is an added advantage).
• Clear understanding of network and server fundamentals and a logical mindset for troubleshooting.

Details

• Work mode: Remote.
• Location (from ATS line): Pune-Baroda, India.
• Working environment: 24x7.