SENIOR ANALYST OPERATIONS - Service Desk

Happiest Minds Technologies; Pune District; On-site; INR 2,619,000 - 5,238,000; Full time

Job summary

FleetPride, Inc. is seeking a Senior Technical Support Specialist to deliver top-tier hardware and software support across locations. You will handle incoming requests via email and phone, document issues, and act as a SME for IT processes. The role emphasizes rapid triage, escalation when needed, and contributing to service desk improvements.

The position requires strong troubleshooting, excellent communication, and a customer-first approach to maintain high satisfaction and SLA compliance.

Qualifications

• High School diploma is required or equivalent.
• Minimum of 5 years experience in Service Desk environment.
• Bachelors degree in a relevant field preferred.
• MCSE/MCSA/MCITP/A+ or equivalent desktop certifications preferred.
• ITIL v3/v4 Foundations preferred but not required.

Responsibilities

• Provide Tier 1–3 IT support via phone, email, and chat.
• Troubleshoot hardware and software issues for all FleetPride locations.
• Document issues and resolutions for knowledge base.
• Escalate complex problems and coordinate with vendors as needed.
• Maintain high levels of customer satisfaction and SLA adherence.
• Assist in service desk improvement initiatives and KPIs.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Prioritization

Problem solving

Documentation

Time management

Education

High School diploma

5+ years Service Desk experience

Bachelor's degree preferred

MCSE/MCSA/MCITP/A+ or equivalent

ITIL v3/v4 Foundations preferred

Tools

Windows OS

MS Office

POS systems

Networking basics

Job description

Job Description

Senior Technical Support Specialist with Sift timing (4 PM IST to 1 AM IST)

Organization Assignments

• Area: BOCO Corporate Backoffice
• Company: FleetPride, Inc.
• Cost Center: 902 IT Shared Services
• Division: Branch Operation
• Region: Corporate
• Sales Territory: None

Supervisory Organization

• Rick Anderson

Employee Type

• Schedule A

Job Profile

• Job Profile: Service Desk Technical Support Specialist II

Job Title

• Senior Technical Support Specialist

Business Title

• Senior Technical Support Specialist

Time Type

• Full Time

Location

• Corporate

Pay Information

• Pay Rate Type: Hourly
• Job Exempt: No

Management Level

• Individual Contributor

Working Time

• Default Weekly Hours: 40
• Location Weekly Hours: 40
• Scheduled Weekly Hours: 40
• FTE: 100%

Work Shift

• (Empty)

Job Description

This position is responsible for providing the highest quality hardware and software support to all FLEETPRIDE locations and employees. This position will be a member of the IT Services Group and report to the Manager of IT Support Services. The primary duty is to handle incoming queries and help with requests from all end users, either via email or over the phone. The candidate will be responsible for taking detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.

In addition, this person will be considered a (SME) Subject Matter Expert for most if not all IT functions or processes. This person will be highly technical and will provide a higher level of technical support to issues where other analysts are unable to resolve or in cases where vendor involvement is required. This person will attempt to duplicate problems and define root causes, using product designs, code, or specifications. This person will be an active member of the Service Desk Improvement team. This person will generally be utilized as a project lead and provide additional oversight of KPIs that drive the performance of the service desk.

Duties & Responsibilities

• Receives and handles incoming requests for services following agreed procedures.
• Allocates and prioritizes calls promptly (initial triage).
• Logs incidents and service requests and maintains relevant records.
• Identifies and classifies incident types and service interruptions.
• Records incidents cataloging them by symptom and resolution.
• Acts under guidance to record and track reliability data for services.
• Escalates complex or unresolved incidents.
• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and provides potential solutions.
• Records and tracks issues from outset to conclusion (Problem Management Team Member).
• During change, acts systematically to respond to day-to-day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements.
• Responds to common requests for service by providing information to enable fulfillment.
• Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process, and advises relevant persons of actions taken.
• Acts as the routine contact point, receiving and handling requests for Level 3 support.
• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
• Provides first-line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development of standards and applies these to track, monitor, report, resolve, or elevate issues.
• Contributes to creation of support documentation such as knowledge articles, process flow diagrams or procedures, and RACI charts.
• Maintains a high level of system support and client satisfaction to end users at all times.
• Supports, monitors, tests, and troubleshoots user and system-related hardware and software problems and escalates as appropriate.
• Self-trains and self-educates to better support the technology FleetPride uses to support operations locally and at the branches.
• Assists or trains others on systems and features.
• Provides timely attention to all Service Desk requests, ensuring tickets are complete, impact and criticality are assessed, and issues are resolved or escalated appropriately.
• Performs daily ticket maintenance and management and ensures requestors stay informed.
• Works with third-party systems and hardware providers to diagnose and address issues.
• Plans, prepares, and coordinates maintenance windows for updates, upgrades, and patches.
• Maintains, cleans, repairs, upgrades, and replaces hardware as needed, processes RMAs, and ensures technology availability.
• Pays special attention to time-sensitive business requests and minimizes user/customer impact.
• Provides basic user account maintenance across all FleetPride systems.
• Performs tier-one support on office equipment and business productivity tools.
• Works with other team members on desktop/laptop images and deployed software.
• Makes pragmatic recommendations on system and process enhancements.
• Ensures configurations, system features, and site information are documented, especially for branches.
• Establishes and maintains thorough knowledge of organization and technology standards.
• Responsible for communicating, promoting, and adhering to IT standards.
• Assists with controlling hardware, software, and telephone inventory.

Education & Training

• High School diploma
• Minimum of 5 years experience in Service Desk
• Bachelors degree in relevant technical field preferred
• MCSE, MCSA, MCITP, A+, or equivalent desktop certifications preferred
• ITIL v3/v4 Foundations preferred but not required

Knowledge & Experience

• High level of proficiency with Windows 7, Windows 10, and Microsoft Office
• Strong understanding of networking principles
• Strong troubleshooting and problem-solving skills
• Professional written and oral communication and customer service skills
• Strong organizational skills with ability to prioritize and multi-task
• 3+ years providing IT customer training and mentoring
• 3+ years of application support experience
• 3+ years supporting POS systems, payment processing, timekeeping, and operational systems
• 3+ years supporting local and remote users in environments with 100+ users
• Ability to manage short-term and long-term goals simultaneously
• Ability to raise issues proactively and in a timely manner
• Ability to work well in a team-oriented environment
• Ability to learn quickly and adapt to new systems

Skills & Abilities

• Keyboarding skills and computer proficiency, including MS Office
• Excellent interpersonal, written, and oral communication skills
• Detail-oriented, organized, service-oriented, and responsible
• Strong customer service and presentation skills
• Ability to motivate self and team
• Willingness to accept ownership of IT systems to ensure 24x7 availability
• Ability to analyze user needs and reach acceptable solutions
• Ability to work independently or as part of a team
• Knowledge of POS systems, printers, peripherals, desktops/laptops, and PC applications
• Practical knowledge of intranet, internet, servers, networking, and telephony
• Network troubleshooting knowledge including TCP/IP, VLANs, and wireless
• Experience working with managed service providers
• Ability to maintain confidentiality
• Knowledge of security and compliance practices

Work Environment

• Typical office environment with ambient room temperatures, lighting, and standard office equipment

Physical Demands

• Reaching above shoulder height, below the waist, and lifting throughout the workday
• Long periods of sitting or standing while working at a computer
• Occasional lifting of items up to 50 pounds
• Ability to work through stressful situations
• May require overtime, weekend work, and overnight travel
• Extended time viewing a computer monitor and using a keyboard

Additional Notes

This job description does not state or imply that these are the only duties to be performed. The employee will be required to follow other instructions and perform other duties as requested by their supervisor.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.