IT Support Analyst, Senior

Qualcomm India Private Limited; Hyderabad; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Qualcomm India Private Limited is seeking an experienced IT Service Desk Lead in Hyderabad to manage escalated technical issues and lead service improvement initiatives. The ideal candidate will have at least five years of technical support experience, with strong troubleshooting skills across a range of IT equipment.

The role requires proficiency in IT service management frameworks, excellent communication abilities, and the capacity to work in a fast-paced environment. Candidates should hold a Bachelor’s degree and be willing to work a 24x7 support model.

Qualifications

• Minimum of five years of experience in a technical support role, with at least two years in a senior or lead capacity.
• Customer service and technical training preferred.
• Strong communication skills important for this role.

Responsibilities

• Act as the primary point of contact for escalated technical issues.
• Provide advanced troubleshooting and technical support for IT equipment.
• Collaborate with IT teams to resolve specialized issues.
• Maintain accurate records of service desk activities.

Skills

IT service management frameworks such as ITIL

Troubleshooting Windows OS 10/11

Linux/MacOS proficiency

M365 and Intune

Basic networking skills

Active Directory

Remote support tools

Customer service orientation

Verbal and written communication skills

Ticketing systems (ServiceNow, Jira)

Education

Bachelor’s degree

Job description

General Summary

We are looking for an experienced IT Service Desk Lead to manage escalated technical issues, provide advanced troubleshooting, and lead service improvement initiatives.

Responsibilities

1. Act as the primary point of contact for escalated technical issues from analysts.
2. Provide advanced troubleshooting and technical support for desktops, laptops, mobile devices, printers, and other IT equipment.
3. Diagnose and resolve complex technical issues related to operating systems, software applications, network connectivity, and hardware components.
4. Perform root cause analysis for recurring issues and implement permanent solutions to prevent future occurrences.
5. Collaborate with other IT teams to elevate and resolve issues that require specialized expertise.
6. Maintain accurate records of all service desk activities, including incident reports, service requests, and knowledge base articles.
7. Develop and deliver training sessions to analysts on new updates and changes.
8. Participate effectively in IT projects and initiatives aimed at improving service and process improvement.
9. Proficient in coaching, mentoring, and conducting quality audits.

Key Requirements

1. Willingness to work a 24x7x365 support model.
2. Strong knowledge of IT service management frameworks such as ITIL.
3. Proficiency in troubleshooting Windows OS 10/11, Linux/MacOS, M365, Intune, basic networking, Active Directory, and remote support tools.
4. Strong customer service orientation and commitment to delivering high-quality support to end-users.
5. Excellent verbal and written communication skills with ability to convey technical concepts to non-technical users.
6. Ability to work independently with minimal supervision and as part of a collaborative team.
7. Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
8. Experience with ticketing systems such as ServiceNow, Jira, and other CRM tools.

Qualifications

1. Bachelor’s degree required.
2. Minimum of five years of experience in a technical support role, with at least two years in a senior or lead capacity.
3. Customer service, technical training, and/or industry-standard certifications preferred.
4. Contact center experience is a plus.

Minimum Qualifications

• High School Diploma or equivalent.
• 3+ years of experience in IT, engineering support, or related area.
• 2+ years of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Physical Requirements

• Frequently transports between offices, buildings, and campuses up to 2 miles.
• Frequently transports and installs equipment up to 40 lbs.