Service Desk Analyst

Harris Computer; Maharashtra; On-site; INR 300,000 - 550,000; Full time

Job summary

Harris Computer India is seeking an IT Helpdesk professional to provide Level 1–2 support for Windows, Office, VPN, and server infrastructure. The role includes creating knowledge articles, troubleshooting, and ensuring user satisfaction in a 24x7 environment from Maharashtra.

Ideal candidates have 2–4 years with Office tools and 1–2 years in Active Directory, plus experience with international service desk and remote tools. ITIL knowledge is a plus.

Qualifications

• 2-4 years hands-on experience with Word, Excel, PowerPoint and Outlook.
• 1-2 years managing Active Directory (password resets, profile changes, Apps/Patch distribution).
• 1-2 years experience with international service desk and remote support tools.

Responsibilities

• Attending IT service desk calls and following appropriate procedures.
• Providing Level 1 & 2 technical support around Windows, Office, VPN, Telephony, Server infrastructure, Enterprise applications etc.
• Follow and create knowledge articles to document resolutions.
• Proactively monitor key parts of infrastructure and provide initial troubleshooting support.
• Ensure user satisfaction
• Working in 24x7 Environment.

Skills

Windows 11

Office suite

Networking basics

Active Directory

Remote support tools

ITIL knowledge

Networking & servers

Troubleshooting skills

Tools

RDP

GTA

PCAnywhere

WSUS

SMS

ServiceNow

Oracle EBS

Studio.Net

Visio

Job description

• Good understanding of Windows 11 enterprise environment and UI (User profile, email configuration, Appl installing)
• 2-4 year’s hands-on experience with office productivity tools like Word, Excel, PowerPoint and Outlook
• Basic understanding of MS networking setup and configuration for PCs (DHCP, DNS, IP configuration)
• 1-2 years’ experience of managing Active Directory environment (Password reset, User profile changes, Apps/Patch distribution WSUS, SMS etc.)
• 1-2 years’ experience with international service desk and remote support tools (RDP, GTA, PCAnywhere etc.)
• Basic knowledge of ITIL framework (V3.0 foundation would be added advantage)
• Clear understanding of Network and Server fundamentals.
• Logical frame of mind to articulate and troubleshoot new issues.

Essential

• Good understanding of Windows 11 enterprise environment and UI (User profile, email configuration, Appl installing)
• 2-4 year’s hands-on experience with office productivity tools like Word, Excel, PowerPoint and Outlook
• Basic understanding of MS networking setup and configuration for PCs (DHCP, DNS, IP configuration)
• 1-2 years’ experience of managing Active Directory environment (Password reset, User profile changes, Apps/Patch distribution WSUS, SMS etc.)
• 1-2 years’ experience with international service desk and remote support tools (RDP, GTA, PCAnywhere etc.)
• Basic knowledge of ITIL framework (V3.0 foundation would be added advantage)
• Clear understanding of Network and Server fundamentals.
• Logical frame of mind to articulate and troubleshoot new issues.

Preferred

• Experience in supporting enterprise applications like Oracle EBS will be added advantage
• Knowledge of installing and support of Studio.Net, Visio would be added advantage
• Working with ServiceNow
• Working with Mac OS

Behavioral Skill Sets

• Excellent verbal and written communication
• Ability to execute assigned tasks independently and work as team player
• Ability to follow work process completely and correctly
• Document and enhance efficiency and user experience for work processes

Responsibilities

• Attending IT service desk calls and following appropriate procedures
• Providing Level – 1 & 2 technical support around Windows, Office, VPN, Telephony, Server infrastructure, Enterprise applications etc.
• Follow and create knowledge articles to document resolutions.
• Proactively monitor key parts of infrastructure and provide initial troubleshooting support.
• Ensure user satisfaction
• Working in 24x7 Environment.