Service Desk Analyst

Augusta Infotech; Bengaluru; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Augusta Infotech in Bengaluru is seeking an IT Support Professional to assist end users with hardware and software issues across production and service delivery.

You will provide Tier I/II support, manage service requests, perform desktop and device deployments, maintain asset inventory, and coordinate with vendors. On-call night/weekend shifts may be required.

Qualifications

• Degree or equivalent experience.
• 1–3 years of experience servicing/troubleshooting desktops, laptops, printers, mobile devices and other peripherals.
• Experience with ServiceNow is a plus.
• Microsoft certifications and ITIL V3 certification desired.
• Demonstrated ability to build, maintain and support workstation images.
• Demonstrated ability to work with vendors to procure, inventory, repair and manage computing assets.
• Ability to collaborate within an IT team with shared responsibilities.
• Working knowledge of IP networking principles.
• Working knowledge of Active Directory, Exchange and SharePoint.
• Willing to be on-call for occasional night and/or weekend support.

Responsibilities

• Provides Tier I/II support to end users with exceptional customer service skills.
• Answers, evaluates and prioritizes service requests via phone, voicemail, email and in person for users. Provides regular and timely updates to customers.
• Performs move/add/change tasks for desktop/laptop hardware and software systems
• Meet SLA requirements for problem resolution.
• Log and track issues in our service management tools.
• Build/deploy, patch and support end user desktops, laptops, mobile devices and other related equipment.
• Maintain accurate inventory of computer hardware and software assets related to the service desk function.
• Maintain key performance metrics related to Tier I/II support functions
• Support VOIP telephony systems and video conferencing hardware and software.
• Manage vendor repair and returns of defective equipment as necessary.
• Learn eDiscovery applications to assist with support across the organization.
• Maintain best practices on security for supported applications.
• Keep manager and other team members informed of trends, delays or complications that arise during normal course of work.
• Collaborate with other IT team members as needed.
• Participate in creation and maintenance of IT standards and procedures.
• Other duties as assigned.

Skills

Desktop support

Printer support

Mobile devices

ServiceNow

ITIL v3

Active Directory

Exchange

SharePoint

On-call support

Education

Bachelor's degree or equivalent

Job description

Summary:

This role supports the hardware and software used for production, management and delivery of content and services to our clients.

Role, Responsibilities:

• Provides Tier I/II support to end users with exceptional customer service skills.
• Answers, evaluates and prioritizes service requests via phone, voicemail, email and in person for users. Provides regular and timely updates to customers.
• Performs move/add/change tasks for desktop/laptop hardware and software systems
• Meet SLA requirements for problem resolution.
• Log and track issues in our service management tools.
• Build/deploy, patch and support end user desktops, laptops, mobile devices and other related equipment.
• Maintain accurate inventory of computer hardware and software assets related to the service desk function.
• Maintain key performance metrics related to Tier I/II support functions
• Support VOIP telephony systems and video conferencing hardware and software.
• Manage vendor repair and returns of defective equipment as necessary.
• Learn eDiscovery applications to assist with support across the organization.
• Maintain best practices on security for supported applications.
• Keep manager and other team members informed of trends, delays or complications that arise during normal course of work.
• Collaborate with other IT team members as needed.
• Participate in creation and maintenance of IT standards and procedures.
• Other duties as assigned.

Essential Skills Required:

• Typically requires a Degree or equivalent experience.
• 1 to 3 yrs of experience servicing/troubleshooting desktops, laptops, printers, mobile devices and other peripherals. Experience with Service Now a plus.
• Microsoft certifications and ITIL V3 certification desired
• Demonstrated ability to build, maintain and support workstation images.
• Demonstrated ability to work with vendors to procure, inventory, repair and mange computing assets
• Ability to effectively collaborate within an IT team with shared responsibilities.
• Working/practical knowledge of IP networking principles
• Working/practical knowledge of Active Directory, Exchange and SharePoint
• Willing to be on-call for occasional night and/or weekend support.