Service Desk Support Analyst jobs in Gurgaon at ThoughtFocus

Service Desk Support Analyst

Location: Gurgaon, India

Responsibilities:

Field incoming help requests from end users via both telephone and e-mail in a courteous manner
Identify and learn appropriate software and hardware used and supported by the organization
1st and 2nd Line support – trouble shooting of IT Related problems
Log calls in Service Desk , Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
Escalate unresolved issues to the infrastructure support team.
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
Apply diagnostic utilities to aid in troubleshooting a Windows 7, Office 2010, Exchange 2010 environment
Dealing with remote access issues involving VPN, and Citrix.
Provide basic in-house training in MS Office applications used within the Organization (Word, Excel, Outlook, PowerPoint)
Imaging / Deploying new / replacement support laptops and desktop equipment.
Test fixes to ensure problem has been adequately resolved
Basic Active Directory Knowledge, Creating User Accounts, Reset Passwords, Create Groups

Qualification:

Candidate must be a B.Tech/BCA/MCA/BSc (any discipline)/BE (any discipline)/Graduate, with experience in Information Technology related Processes
2-5 years of experience in the Information Technology industry with knowledge of basic computer hardware
ITIL qualification preferable but not essential
Willing to work in Shifts
Strong Knowledge of Microsoft Based operating systems with emphasis on Windows 7 and Office 2010.
Experience with using outlook within a network environment (permissions, calendar sharing and delegation.
Ability to conduct research into a wide range of computing issues as required
Strong analytical, problem solving, critical thinking and decision-making skills, multitask and deliver under tight deadlines
Keen attention to detail, excellent customer service and strong documentation skills
Nature of business requires the candidate to be flexible to work in designated shift hours.

ThoughtFocus is a global company that brings together skilled professionals from many diverse industries and experiences. Within a broad framework of teamwork, knowledge sharing, and collaboration, we encourage our associates to achieve and excel in ways they may never have imagined for themselves. Solving complicated client problems requires great people. ThoughtFocus is a firm built on the talent of its people. We work hard every day to nurture and expand the capabilities of our team members. As a member of the ThoughtFocus team you will be challenged every day to deliver innovative business solutions, elegant technology, and sophisticated business services focused on our client’s end goals.

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