Service Desk Analyst

Harris Computer; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

Harris Computer in Pune, India seeks an IT Service Desk professional to provide Level 1–2 support for Windows, Office, VPN, and server infrastructure. You will document resolutions, create knowledge articles, monitor core systems, and strive for high user satisfaction in a 24x7 setting.

The role requires hands-on AD management, remote support tooling, and strong communication skills. Familiarity with ServiceNow and enterprise apps like Oracle/EBS is a plus.

Qualifications

• Good understanding of Windows 11 enterprise environment and UI.
• 2-4 years’ hands-on experience with Word, Excel, PowerPoint and Outlook.
• Basic understanding of MS networking setup (DHCP, DNS, IP).
• 1-2 years’ experience in Active Directory management.
• 1-2 years’ experience with international service desk and remote support tools (RDP, GTA, PCAnywhere).
• Basic ITIL knowledge; V3 foundation is an advantage.
• Clear understanding of network and server fundamentals.
• Logical mind to troubleshoot and articulate issues.

Responsibilities

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

Skills

Windows 11 Enterprise

MS Office Suite

DNS & DHCP

Active Directory

Remote support tools

ITIL Foundation

Network fundamentals

Troubleshooting

RDP

GTA

PCAnywhere

ServiceNow

Studio.Net

Visio

Mac OS

Tools

RDP

GTA

PCAnywhere

ServiceNow

Studio.Net

Visio

Mac OS

Job description

Job Description:

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.

Requirements: