Service Desk Analyst

Essential: Good understanding of Windows 11 enterprise environment and UI (User profile, email configuration, Appl installing) 2-4 year’s hands-on experience with office productivity tools like Word, Excel, PowerPoint and Outlook Basic understanding of MS networking setup and configuration for PCs (DHCP, DNS, IP configuration) 1-2 years’ experience of managing Active Directory environment (Password reset, User profile changes, Apps/Patch distribution WSUS, SMS etc.) 1-2 years’ experience with international service desk and remote support tools (RDP, GTA, PCAnywhere etc.) Basic knowledge of ITIL framework (V3.0 foundation would be added advantage) Clear understanding of Network and Server fundamentals. Logical frame of mind to articulate and troubleshoot new issues. Preferred: Experience in supporting enterprise applications like Oracle EBS will be added advantage Knowledge of installing and support of Studio.Net, Visio would be added advantage Working with ServiceNow Working with Mac OS Behavioral Skill Sets Excellent verbal and written communication Ability to execute assigned tasks independently and work as team player Ability to follow work process completely and correctly Document and enhance efficiency and user experience for work processes Responsibilities: Attending IT service desk calls and following appropriate procedures Providing Level – 1 & 2 technical support around Windows, Office, VPN, Telephony, Server infrastructure, Enterprise applications etc. Follow and create knowledge articles to document resolutions. Proactively monitor key parts of infrastructure and provide initial troubleshooting support. Ensure user satisfaction Working in 24x7 Environment.