Service Desk Analyst

Altera Digital Health; Maharashtra; On-site; INR 420,000 - 680,000; Full time

Job summary

Altera Digital Health in Maharashtra, India is seeking an IT Service Desk Technician to provide Level 1 and 2 support for Windows, Office apps, VPN and server infrastructure.

The role emphasizes remote support, knowledge article creation, proactive monitoring, and ensuring user satisfaction in a 24x7 environment.

Qualifications

• Win 11 enterprise environment and UI experience.
• Proficient with Word, Excel, PowerPoint, Outlook.
• Active Directory management experience (password resets, profile changes).
• Experience with international service desk and remote support tools (RDP, GTA, PCAnywhere).
• Basic ITIL knowledge.
• Strong networking and server fundamentals.
• Ability to document and troubleshoot issues.
• Willingness to work in a 24x7 environment.

Responsibilities

• Attend IT service desk calls and follow appropriate procedures.
• Provide 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 Tools

Active Directory

Service Desk

DNS DHCP

Remote Tools

ITIL

Networking

Troubleshooting

Communication

Education

ITIL Foundation

Tools

RDP

PCAnywhere

GTA

SMS

ServiceNow

Visio

Studio.Net

Oracle EBS

Mac OS

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.