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BDO RISE is Hiring - Service Desk Analyst - Senior Associate - Immediate joiners Preferred

BDO RISE is Hiring - Service Desk Analyst - Senior Associate - Immediate joiners Preferred

BDO RISE Private LimitedBengaluru, Karnataka, India
4 days ago
Job description

Job Responsibilities :

  • Provide first-level technical support to end-users via phone, email, or in-person interactions.
  • Diagnose and resolve hardware, software, and network issues promptly to minimize downtime.
  • Conduct desktop support and troubleshooting over phone calls, utilizing remote support tools to efficiently resolve issues.
  • Log and track all incidents and service requests in the ticketing system, ensuring accurate and timely updates.
  • Prioritize and manage multiple tasks effectively to meet service level agreements (SLAs).
  • Escalate complex issues to higher-level support teams when necessary, following established escalation procedures.
  • Analyze and resolve technical problems by identifying root causes and implementing effective solutions.
  • Document solutions for future reference and training, contributing to the knowledge base.
  • Assist users with IT-related queries and provide guidance on hardware and software applications.
  • Conduct user training sessions and create user-friendly guides to enhance user competence and confidence.
  • Ensure users feel supported and informed, maintaining a high level of customer satisfaction.
  • Serve as a point of contact for clients, ensuring their IT needs are met with high-quality service.
  • Build and maintain strong relationships with clients, understanding their unique requirements and providing tailored solutions.
  • Administer and support Azure, Office 365, AWS, GCP and other cloud environments.
  • Be a problem solver - Identify solutions for hardware, software and network issue
  • Utilizes ticketing and monitoring system and follow proper documentation and escalation processes
  • Communicates with clients in a highly professional and timely manner
  • Attends internal training to develop your skills and grow with us
  • Other duties as required
  • Shift Timings : 7 : 00pmIST-3 : 30amIST (Rotational)

Experience :

  • Three (3) or more years of experience supporting the Microsoft operating system suite of products, to include cloud and web / networked computing environments required (Azure, Windows Server and Desktop, Office 365, MS Exchange, Active Directory, Azure AD, etc.), required
  • Intermediate knowledge of network protocols, configurations, and operations, required
  • Ability to triage problems, design and identify solutions and appropriately escalate issues in fast-paced environment, required
  • Experience with Infrastructure backups such as VEEAM, Data Protection Manager (DPM), etc., preferred
  • Experience with cloud technologies such as Azure, Azure Backups, AWS or similar cloud experience, preferred
  • Previous experience in a technical support or service desk role within a managed services environment is desirable.
  • Experience with Microsoft Azure, Virtual Desktop Infrastructure (VDI), Wintel administration, and desktop support is highly preferred.

    • Software

    One of the following, required :

  • Microsoft Operating Systems suite of products such as : Office 365, Active Directory, Azure, Exchange, Windows Server
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    Service Desk • Bengaluru, Karnataka, India