Senior Associate Service Delivery

Black Box; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Black Box in Bengaluru is seeking an experienced IT Helpdesk Analyst to provide L1 support, respond to calls, tickets, and emails, and troubleshoot end-user issues in a fast-paced Service desk environment.

The role requires strong communication in English, knowledge of MS 365/Azure, Windows OS, and the ability to multitask, prioritize, and collaborate with IT teams to resolve incidents quickly.

Qualifications

• Bachelor's degree with 6–8 years of relevant experience in IT service/support is preferred.
• Experience in MS 365 / Azure cloud environment and Office 365 applications.
• Proficient with Windows operating systems (XP through Windows 11).
• Analytical and problem solving skills to troubleshoot various issues.
• Strong time management, multitasking and stakeholder communication.

Responsibilities

• Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment.
• Troubleshoot escalated issues and help L1 support team to resolve end user’s trouble tickets.
• Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.
• Escalate unresolved issues to the appropriate internal channel.
• Diagnose and troubleshoot applications, operating systems and software issues, including login and email setup.
• Maintain ticket updates for all reported incidents.

Skills

Customer support

Multitasking

Time management

Interpersonal skills

English communication

On-call readiness

Escalation handling

Collaboration

Education

Bachelor's degree in Electronics / CS / IT

Tools

MS 365 / Azure

Office 365 apps

SharePoint

OneDrive

Intune

Job description

Job Description:

Primary Roles & Responsibilities:

• Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment.
• Troubleshoot escalated issues and help L1 support team to resolve end user’s trouble tickets.
• Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.
• Escalate unresolved issues to the appropriate internal channel.
• Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup.
• Maintain ticket updates for all reported incidents.
• Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.
• Provide timely communication on issue status and resolution.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Adaptable and flexible in a fast-changing industry and work environment.
• Hands-on experience with Service desk and remote control softwares.
• Properly escape unresolved issues to appropriate team members
• Communicate with users with a high degree of etiquette and professionalism
• Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.
• Contribute to improving customer support by actively responding to queries and handling complaints
• Perform other duties and participate in special projects as assigned.

Communication Skills:

• Excellent English Speaking/Reading & written communication skills. Clear, understandable
• Schedule Flexibility: Willingness to work a flexible schedule including occasional after hours on- call, multitask and resilience.

Knowledge, Skills, Abilities

• Bachelors degree in Electronics / Computer Science / Information Technology or related field and 8 years of experience, or combination of education and 6-8 years of relevant experience
• Work Experience in MS 365 / Azure cloud environment, Office 365 applications
• Experience in Windows operating systems (XP through Windows 11) required.
• Analytical skills to identify and resolve matters of significance
• Problem solving skills to troubleshoot various problems within varied environments
• Superior time management skills
• Superior interpersonal skills to interface with internal and external users, customers and vendors
• Ability to multi-task and work under pressure and adapt to fast paced changing requirements and requests
• Management of MS 365 / Azure cloud / Share Point / One Drive / In Tune
• Office 365 support and MS Teams support
• End User Desktop support (Remote support) and Troubleshooting
• End User desktop applications, Office, email support
• Basic management and configuration of applications
• Familiarity with email server and spam filtering technology.

Training & Certifications

Current and valid industry Training/certifications in the following preferred

• ITSM (Ticketing) Tool
• Training in Operating systems management and Basic Network Operations
• Knowledge of IP routing protocols and implementations
• Microsoft 365 Certified: Administrator Expert
• Microsoft Certified: Azure Administrator Associate