Service Desk Support Analyst

Experience : 2 to 3 Years
Education : BSc, BCA, MCA, BE/B.Tech
Location : Gurgaon
Job Role : Others
Posted on 08 Jul 19
Job DescriptionLast Date 06 Sep 19
Service Desk Support Analyst

Location: Gurgaon, India


  • 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


  • 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.
Job Type : Full Time
Interview Type : Face to Face Interview
Company Description
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.