Analyst, Service Desk

📋 Description

• Take client phone calls from US and other countries, open Incident or Request tickets
• Actively monitor the ticket queue, proactively identifying, classifying, and responding to
• Triage customer calls per specified severity levels
• Execute first attempt to resolve the customer call
• Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud
• Perform User Account management including creation/deletion of user accounts, resetting passwords

🎯 Requirements

• Minimum 2 years (3+ preferred) Help Desk/Service Desk experience, preferably at the enterprise
• Windows 10/11, Windows Server OS
• Must possess a basic understanding of identity and access management services such as Active
• Familiar with and experience working in Virtual Desktop environments such as Citrix, Vmware
• Working knowledge of troubleshooting network and remote access issues
• Troubleshooting end user hardware including laptop/desktop, Printers, docking station and remote

🎁 Benefits

• India Employment Benefits include comprehensive health insurance coverage for employees, with
• Paid time off and company holidays, along with additional leave benefits as per policy
• Flexible work arrangements, supporting work-life balance
• Learning and development opportunities to support continuous growth and upskilling
• Employee wellness initiatives and programs focused on physical and mental well-being
• Retirement and statutory benefits in line with India regulations