Service Desk Analyst 2
ConfidentialHyderabad / Secunderabad, Telangana8 days ago
Job descriptionHelpdesk Ticket Triage, Queue Management, Incident Resolution, Project tasks closure within timelines Provide Remote End-user technical support including installation for hardware / software & peripherals Provide support / guidance to end-users related to O365 applications Ensure the required IT Security and patch levels are met and maintained pertaining to SCCM / anti-Virus & Web Filtering on Servers & PCs. Provide support for mobile devices including iOS and Android based phones and tablets Triage and resolve MFA related issues, ensure users are enabled for MFA as appropriate Troubleshoot & resolve hardware issues relating to infrastructure and client equipment, wherever applicable Use of monitoring tools to proactively identify and respond to issues with the infrastructure, including but not limited to a) Servers b) Backups c) Network devices d) Bandwidth utilization e) Network performance / availability
Preferred candidate profile
- Knowledge of Autopilot, MDM etc. Knowledge of device deployment and management solutions
- Office365 (including but not limited to office apps, Teams, ODFB, Power BI)
- EndPoint (Systems & Mobile Phones) Technical trouble shooting and problem-solving skills
- IT Security Tools : Familiarity with various security tools and best practices
- Active Directory : Experience with managing and troubleshooting Active Directory
- Oral & Written communication skills to effectively communicate with end-users in clear, understandable and concise non-technical terms
- Ability to write technical documentation
- Flexible / adaptable
- Customer Service Focused
- At least 3 years experience in a related role
- Microsoft certification MCSE, MTA etc.
- A+ or equivalent Understanding of computer and server hardware
- ITIL
- ServiceNow or other cloud-based Help Desk system
- Use of remote troubleshooting tools e.g., Zoho
- Azure Basics
Non-Technical Skills
Professional Experience
Certifications (Good to have)
Skills Required
Troubleshooting, Itil, Active Directory, Communication, Problem Solving
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Service Desk Analyst • Hyderabad / Secunderabad, Telangana
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