Service Desk Associate

Zoho; Hyderabad; On-site; INR 360,000 - 720,000; Full time

Job summary

alliantgroup, a professional services firm, is expanding its Hyderabad office to provide Desktop Support and Service Desk functions for US-based clients. The role emphasizes resolving Windows-based IT issues, quick problem solving, and proactive user assistance within a fast-paced corporate environment.

You will handle incidents via phone, email, and ticketing systems, with a focus on end-user IT support, documentation, and knowledge-base contributions.

Qualifications

• Associates Degree in Computer Science or similar preferred.
• VDI, VM, Azure, Microsoft, VMware certifications preferred, but not required.
• Minimum 2+ years of technical support experience.
• Ability to communicate technical terms to non-technical stakeholders.
• Strong interpersonal, communication (written and oral), and customer service skills.
• Pays close attention to detail, displays flexibility, works independently and a demonstrated self-direction/self-starter.

Responsibilities

• Provide technical assistance and support for reported issues related to computer systems, software, and hardware on a timely basis to meet department SLAs
• Use all means possible to assist users including by phone, via email, in-person, or using remote support tools.
• Resolve issues related to desktops, VDI, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees.
• Install operating systems, applications, hardware drivers, and customize system settings following department standards.
• Analyze problems using troubleshooting skills and diagnostic tools to locate root cause of the problem and provide a permanent solution to the issue to prevent reoccurrence.
• Documents issue resolution to department knowledge base to reference in future incidents and contributes to the creation of self-help articles for employee access.
• Provide timely updates of all activity for assigned incidents including user contact attempts, and issue resolution details within incident management system; escalating incidents to other support teams where necessary.
• Participates in department or firmwide projects as instructed by IT Department management
• Contributes to departmental productivity and development objectives by participating in training programs and team meetings.
• Interfaces with employees, supervisors, directors, and C-level executives employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.
• Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Participates in schedule as assigned to provide coverage.
• Coordination with ISMS core team to support ISMS activities and implantation strategies at the company.

Skills

Communication skills

Team player

Multitasking

Customer service

Self-starter

Detail-oriented

Education

Associates Degree in Computer Science

Tools

VDI

VMware

Azure

Office 365

Active Directory

DNS/DHCP

Windows OS

Job description

alliantgroup, LPis currently experiencing explosive growth! As a national consulting firm focused on being the voice to the middle market, our mission is simple: Strengthening US businesses. How do we do this? We hire the brightest talent with the most diverse backgrounds who do work that matters.

Job Description

about a lliantgroup

a lliantgroup is a professional services firm that provides tax consulting and compliance services to businesses in the United States. The company was founded in 2002 and is headquartered in Houston, Texas. alliantgroup services are focused on helping businesses claim tax credits and incentives that they are entitled to under various federal and state programs. These credits and incentives are designed to encourage businesses to invest in certain types of activities, such as research and development, energy efficiency, and hiring employees from certain disadvantaged groups. alliantgroup services include helping businesses identify and claim these credits and incentives, as well as providing guidance on compliance with the relevant regulations.

a lliantgroup is headquartered in Houston, Texas with additional offices located in Austin, Boston, Chicago, Indianapolis, New York, Irvine, Sacramento, Washington, D.C.; and Bristol and London in the U.K.

More about our culture and why we love a lliantgroup

a lliantgroup started its operations in India in the year 2019 with a world-class office in Hyderabad to provide Tax, Advisory, Audit and Accounting services. a lliantgroup India Talent comprises a team of skilled professionals who address the most pressing needs of U.S CPA Firms. We work with the best talent and ensure our clients get top quality services they need. We are currently a family of 1000+ employees.

Our people and culture set us apart as a firm, and our team includes professionals from a diverse array of fields, including business, engineering, software development, law, and accounting.

What you’ll be doing:

As a Desktop Support / Service Desk Specialist, you will provide first-level response on any information technology-related issues regarding the Microsoft Windows platform. You will assist business and development end-users over the phone, by email and through a centralized ticketing system to resolve or elevate any IT issues. This position requires good technical knowledge and polished communications skills. The key competencies include intermediate knowledge of Windows and networking technologies with a strong motivation to advance your skills. You need to have patience with those who are less technically savvy, and ability to function in a fast-paced business environment with a high sense of urgency. Additional requirements for this role are dependability and willingness to go above and beyond the call of duty in assisting end-users and following technical issues through to resolution.

What will be your responsibilities:

• Provide technical assistance and support for reported issues related to computer systems, software, and hardware on a timely basis to meet department SLAs
• Use all means possible to assist users including by phone, via email, in-person, or using remote support tools.
• Resolve issues related to desktops, VDI, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees.
• Install operating systems, applications, hardware drivers, and customize system settings following department standards.
• Analyze problems using troubleshooting skills and diagnostic tools to locate root cause of the problem and provide a permanent solution to the issue to prevent reoccurrence.
• Documents issue resolution to department knowledge base to reference in future incidents and contributes to the creation of self-help articles for employee access.
• Provide timely updates of all activity for assigned incidents including user contact attempts, and issue resolution details within incident management system; escalating incidents to other support teams where necessary.
• Participates in department or firmwide projects as instructed by IT Department management
• Contributes to departmental productivity and development objectives by participating in training programs and team meetings.
• Interfaces with employees, supervisors, directors, and C-level executives employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.
• Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Participates in schedule as assigned to provide coverage.
• Coordination with ISMS core team to support ISMS activities and implantation strategies at the company.

What are we looking for:

Knowledge, Education and Skills Required:

• Associates Degree in Computer Science or similar preferred.
• VDI, VM, Azure, Microsoft, VMWare certifications preferred, but not required.
• Minimum 2+ years of technical support experience.
• Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities.
• Possess strong abilities in organizing, prioritizing, and multitasking
• Expected to be a team player who shares knowledge for collective growth.
• Able to communicate technical terms to non-technical stakeholders.
• Must have strong interpersonal, communication (written and oral), and customer service skills.
• Pays close attention to detail, displays flexibility, works independently and a demonstrated self-direction/self-starter.
• Display resourcefulness when solutions are not evident and takes initiative to address problems independently.
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment

Technical Experience Required:

• Strong knowledge of Microsoft Windows desktop operating systems.
• Strong diagnostic/ troubleshooting skills, must have an innate curiosity and interest in IT.
• Strong knowledge of the Microsoft Office suite.
• Working knowledge of DNS, and DHCP.
• Working knowledge of supporting pcs in a domain environment.
• Working knowledge of Office 365 cloud application suite
• Working knowledge of desktop imaging, application deployment.
• Working knowledge of active directory, domains, and group policies.

What we offer:

With us, there are always opportunities to break new ground. We empower you to take the organization to the next level with the versatile experience that you bring in. We trust you with responsibility early on and support you in all ways to make this organization as trusted partner to the customers and a great place to work for the employees.

Join us and bring your curiosity to life!