Service Desk Analyst

TigerHire; Dadri; Remote; INR 180,000 - 300,000; Full time

Job summary

TigerHire in India is seeking a Level 1 IT Support professional to assist employees and clients via phone, email, chat, and ticketing systems. You will log, track, and manage IT tickets end to end.

Responsibilities include identifying, troubleshooting, and resolving hardware, software, and network issues; assisting with Windows, MS Office, printers, VPN, and remote desktop; documenting incidents and resolutions; and escalating to L2/L3 when needed while meeting SLAs.

Qualifications

• Basic knowledge of Windows operating systems.
• Understanding of computer hardware and software troubleshooting.
• Knowledge of networking fundamentals (LAN, WAN, TCP/IP, DNS, DHCP).
• Basic understanding of MS Office and Outlook.
• Knowledge of Active Directory and password management.
• Understanding of IT ticketing systems and incident management.
• Basic knowledge of VPN and remote desktop support.
• Good verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to handle multiple support requests simultaneously.

Responsibilities

• Provide Level 1 technical support to employees and clients through calls, emails, chat, and ticketing systems.
• Identify, troubleshoot, and resolve hardware, software, and network-related issues.
• Log, track, prioritize, and manage IT support tickets.
• Assist users with system login, password resets, email configuration, and application access.
• Troubleshoot Windows operating systems, MS Office, printers, and other IT applications.
• Diagnose basic LAN, Wi-Fi, VPN, and connectivity issues.
• Escalate complex technical issues to L2/L3 support teams when required.
• Monitor open tickets and ensure timely resolution within defined SLAs.
• Maintain proper documentation of incidents, resolutions, and troubleshooting procedures.
• Provide remote support and guide users through technical troubleshooting steps.
• Ensure a positive user experience through effective communication and timely support.

Skills

Windows basics

Hardware troubleshooting

Networking fundamentals

MS Office & Outlook

Active Directory

Ticketing systems

VPN & remote desktop

Communication skills

Troubleshooting ability

Multitasking

Job description

Provide Level 1 technical support to employees and clients through calls, emails, chat, and ticketing systems.

Identify, troubleshoot, and resolve hardware, software, and network-related issues.

Log, track, prioritize, and manage IT support tickets.

Assist users with system login, password resets, email configuration, and application access.

Troubleshoot Windows operating systems, MS Office, printers, and other IT applications.

Diagnose basic LAN, Wi-Fi, VPN, and connectivity issues.

Escalate complex technical issues to L2/L3 support teams when required.

Monitor open tickets and ensure timely resolution within defined SLAs.

Maintain proper documentation of incidents, resolutions, and troubleshooting procedures.

Assist with software installation, system configuration, and basic IT asset management.

Provide remote support and guide users through technical troubleshooting steps.

Ensure a positive user experience through effective communication and timely support.

Requirements

• Basic knowledge of Windows operating systems.
• Understanding of computer hardware and software troubleshooting.
• Knowledge of networking fundamentals (LAN, WAN, TCP/IP, DNS, DHCP).
• Basic understanding of MS Office and Outlook.
• Knowledge of Active Directory and password management.
• Understanding of IT ticketing systems and incident management.
• Basic knowledge of VPN and remote desktop support.
• Good verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to handle multiple support requests simultaneously.