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Associate I - Service Desk Analyst

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Closing on:


Brief description :

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  • Research and identify solutions to software and hardware issues.
  • Take ownership of all User issues or logged service requests and provide appropriate resolution.
  • Advising on software or hardware upgrades.
  • Perform remote troubleshooting.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Advanced technical abilities including solid troubleshooting skills applicable to Windows and other operating systems.
  • Experience in managing on-prem infrastructure.
  • Troubleshooting and Debugging skills in a Windows server environment.
  • Windows Server administration, Active Directory, Office 365, Patch Management.
  • Monitoring, configuring, and maintaining Windows systems and servers.
  • Microsoft Azure certification is preferred.
  • Pass on any feedback or suggestions by customers to the appropriate internal team 
  • Excellent written and verbal communication and effective organizational and multi-tasking skills.
  • Willingness to work on 24/7 rotational shifts

Preferred skills

Candidate Qualification :  B Tech/ BCA/ MTech/ MCA

Experiance : 1 to 2 years