24/7 IT Service Desk Specialist

Tech Mahindra; Plano (TX); On-site; USD 35,000; Full time

Job summary

A global technology solutions provider is seeking a Service Desk Analyst to provide first-level technical support to end users. The role involves diagnosing hardware and software issues, guiding users through solutions, and ensuring customer satisfaction. Candidates should have strong analytical skills, customer service experience, and familiarity with ITSM tools. This position offers a starting salary of $16.82/hour and is set in a dynamic, fast-paced IT support environment.

Qualifications

• 12+ months of experience in IT Service Desk or technical support.
• Familiarity with ITIL framework and incident management processes.
• Experience supporting remote users and troubleshooting VPN connectivity.

Responsibilities

• Provide prompt responses to IT service requests via various channels.
• Diagnose and resolve technical issues related to hardware and software.
• Accurately log and categorize all incidents and service requests.
• Escalate complex issues to second-level support as necessary.
• Monitor outstanding issues to ensure timely resolution.

Skills

Excellent verbal and written communication

Strong analytical and problem-solving abilities

Demonstrated customer service orientation

Ability to manage multiple tasks

Tools

ITSM tools (e.g., ServiceNow, Remedy)

Active Directory

Microsoft 365

Job description

A global technology solutions provider is seeking a Service Desk Analyst to provide first-level technical support to end users. The role involves diagnosing hardware and software issues, guiding users through solutions, and ensuring customer satisfaction. Candidates should have strong analytical skills, customer service experience, and familiarity with ITSM tools. This position offers a starting salary of $16.82/hour and is set in a dynamic, fast-paced IT support environment.