Service Desk Analyst
Service Desk Analyst
HCL TechBee- Posted 11 hours ago
- Be among the first 10 applicants
Job Description
Key Responsibilities:
- Handle inbound support calls and troubleshoot technical issues.
- Provide L1 support for Windows/macOS, Microsoft 365, Active Directory, VPN, and enterprise applications.
- Manage and document incidents using ticketing tools such as ServiceNow, Jira, or Zendesk.
- Resolve user issues on first contact whenever possible and escalate complex cases when needed.
- Follow up on open tickets and ensure SLA compliance.
- Communicate technical solutions clearly to non-technical users.
Qualifications:
- 1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Call Center environment.
- Experience supporting Windows, macOS, Microsoft 365, Active Directory, and VPN connectivity.
- Familiarity with ITSM/ticketing tools (ServiceNow, Jira, Zendesk, etc.).
- Basic knowledge of networking concepts (TCP/IP, DNS, Wi-Fi, VPN).
- Strong communication, troubleshooting, and customer service skills.
Nice-to-Have Certifications:
- ITIL 4 Foundation
- CompTIA A+ / Network+
- Microsoft Certified: Modern Desktop Administrator Associate
Work Setup:
- 24/7 rotating shifts, including nights, weekends, and holidays.
- High-volume voice support environment.
More Info
Key Skills
About Company
Skills:
network connectivity , O365, Outlook, Citrix, Itil, Comptia A+, Mobile Device Management, Excel, Windows 10, Word, AD, Powerpoint, VPN connectivity, Microsoft HDI, Microsoft Office products
Skills:
Outlook, Ms Windows, VMware, Android, Office 365, Ms Office 365, Windows OS, Ios, PC Hardware configuration, OneDrive, Level 2 desktop support, ITIL service delivery framework, onenote, smartphones, MS Teams, tablet devices, MFDs, Autocad, LANs