Service Desk Analyst

Talentd; Lucknow; On-site; INR 300,000 - 420,000; Full time

Job summary

TalentD is seeking a frontline IT support specialist to diagnose and resolve hardware, software and network issues for end users via phone, email and chat. You will route complex problems to second and third level teams and coordinate vendors to ensure timely resolution.

In this role you will document incidents, perform remote desktop support, manage user accounts, and contribute to knowledge transfer and SOP updates to improve Service Desk operations.

Responsibilities

• Handle calls, emails, instant messages and tickets from users, assign work orders and incidents to the right support teams, and follow up until closure.
• Diagnose problems through user discussions, including recognition, logs, research, isolation, resolution and follow-up.
• Provide level 1 remote desktop support and other activities based on SOPs, and escalate to higher levels as needed.
• Administer user account provisioning and user account management activities.
• Use the Incident Management System to document and manage problems, work requests, resolutions and workarounds.
• Evaluate, analyse and set up PC-based software products such as word processors, spreadsheets, presentation tools, database management systems, email and communications tools.
• Troubleshoot client software and basic network connectivity problems, and identify, evaluate and prioritise customer problems and complaints.
• Train users and operators on a limited basis and/or write training procedures, and take part in ongoing training and departmental development.
• Carry out routine maintenance updates with other IT staff and business units.
• Prepare all required documentation, including standards, configurations and diagrams, and provide knowledge transfer on Service Desk operations.

Job description

Role Overview

This role provides hardware, software and network problem diagnosis and resolution through telephone, email and chat for customers' end users. Problems are routed to internal 2nd and 3rd level IT support staff, and vendors and support teams that handle hardware, software and network issues are coordinated and managed.

Key Responsibilities

• Handle calls, emails, instant messages and assigned tickets from users, assign work orders and incidents to the right support teams, and follow up until closure.
• Diagnose problems through user discussions, including recognition, logs, research, isolation, resolution and follow-up.
• Provide level 1 remote desktop support and other activities based on SOPs, and escal ...
• Administer user account provisioning and user account management activities.
• Use the Incident Management System to document and manage problems, work requests, resolutions and workarounds.
• Evaluate, analyse and set up PC-based software products such as word processors, spreadsheets, presentation tools, database management systems, email and communications tools.
• Troubleshoot client software and basic network connectivity problems, and identify, evaluate and prioritise customer problems and complaints.
• Train users and operators on a limited basis and/or write training procedures, and take part in ongoing training and departmental development.
• Carry out routine maintenance updates with other IT staff and business units.
• Prepare all required documentation, including standards, configurations and diagrams, and provide knowledge transfer on Service Desk operations.