Service Desk Analyst recruitment in Bangalore - For a Client of Teamlease Digital

POSTION TITLE: Service Desk Analyst, Service Desk

Requisition Template

POSITION SUMMARY: The Service Desk Analyst role is to support the Company's end-user computing environment and

PC needs. The position provides Level 1 IT support in relation to PC hardware, business applications, telephony

solutions, collaboration tools, network connectivity, etc. The Company is looking for highly skilled candidates on contract

basis, to provide IT support to our internal users and external clients. The position is based in Mumbai, India.

JOB FUNCTIONS AND RESPONSIBILITIES

 Provide IT Level 1 Service Desk Support for end-users across all locations.

 Receive, log, and manage calls/tickets from internal staff and external clients via telephone, email, chat, and web

submissions.

 Assist users with any IT issues, requests and questions.

 Resolve as many calls as possible and adhere to standard KPIs.

 Perform password resets and account unlocks on Active Directory user accounts or business applications.

 Accurately gather and record all relevant details in the ITSM ticketing tool (ServiceNow).

 1st and 2nd line support - Troubleshoot IT related problems relating to in-house software and hardware, such as

Laptops, Chromebooks, Desktop PCs, Printers and other Peripheral devices.

 Troubleshoot basic network connectivity and application access issues.

 Take ownership of user problems and follow-up on open tickets on behalf of the user

 Drive resolution and communicate progress in a timely manner

 Maintain highest levels of integrity, customer service and professionalism

 Resolve issues with Microsoft applications used within Ocwen (Outlook, Word, Excel, PowerPoint, SharePoint,

Teams, Azure)

 Create knowledgebase documentation, guides and how-to's to be utilized by the Service Desk.

 Support telecom needs including MS Teams, Call Center Applications, and Microsoft InTune.

 Serve as the liaison between end-users and other support teams as needed.

EDUCATION / EXPERIENCE

 College degree preferred.

 At least 2 years' experience working in a high call volume, time sensitive IT support environment for a large

company, supporting global users. Voice support experience mandatory.

 Experience working in a team-oriented, collaborative environment.

 Basic knowledge of Windows OS, Active Directory, as well as Microsoft exchange server.

 Basic networking skills including TCP/IP, DNS and DHCP.

 Basic IT security knowledge.

WORK SCHEDULE and LOCATION:

 Rotational shifts in a 24x7 support process.

 Shift duration 9 hours per day, 5 days a week.

 Will work primarily in the evening or night shift (India time)

 Should be equipped to work from home, but may be required to work at the Ocwen office when required. Company

transport will be provided within Mumbai city limits.