Associate I - Service Desk Analyst
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
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