Corsearch Looking for IT Service Desk Analyst (Helpdesk) – Mumbai at Remote

Corsearch; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a dynamic and rapidly growing company as a Help Desk Technician in IT Operations! This role offers the chance to provide essential support for business applications and end-user hardware, working collaboratively with a talented team. You will be at the forefront of resolving incidents and enhancing customer service experiences. With a focus on communication, problem-solving, and teamwork, you will thrive in a supportive environment that values your contributions. Embrace the opportunity to learn new technologies and grow your career in a company that prioritizes its people and their development.

Qualifications

• 2+ years of IT support experience, preferably in Technology/Infrastructure Operations.
• Advanced knowledge of Windows 10, MacOS, and Office 365 applications.

Responsibilities

• Provide Level I/II support for business applications and end-user hardware.
• Collaborate with IT Operations team to resolve incidents and requests.

Skills

Customer Service

Problem Solving

Communication Skills

Team Collaboration

Technical Support

Leadership Skills

Education

AS degree in Information Systems

Computer Science or related field

Tools

Windows 10

MacOS

Office 365

Active Directory

Azure AD

Endpoint Manager/Intune

Atlassian ITSM

Job description

Based in Mumbai / Remote

About Corsearch

Corsearch has more than 1000 team members serving over 5,000 clients on five continents, and we’re growing and changing rapidly. We are a fantastic company to work for — with great benefits, growth opportunities, and a terrific internal culture — and we truly believe that it’s people who make us thrive. Every day, we are transforming ourselves into a better partner for our customers, a better employer for our colleagues, and a better investment for our owners.

Job Description

As a Help Desk Technician in IT Operations, you will be responsible for providing collaborative day-to-day Level I/II support of business applications and end-user hardware and software. The IT Operations team will collaboratively provide global support including, but not limited to, response and resolution of Incidents, Problems, and Requests via phone, ITSM portal, and e-mail. This individual must be a clear candid communicator, highly motivated, emotionally intelligent, and have a proven track record of teamwork, execution, and customer-service.

About You

Excellent written & verbal communication, interpersonal, and presentation skills

Strong customer-service, problem-solving, and leadership skills

Ability to work collaboratively in a geographically distributed team environment

Able to effectively prioritize work under pressure in a highly dynamic work environment

Natural ability to proactively reach out and facilitate communications

Strong desire to learn new technologies, techniques, and tools

Role Responsibilities

1. Collaborate with IT Operations team peers to provide best-in-class customer service and support to internal customers for Level I/II incidents, problems, and requests
2. Participate in team standup meetings
3. Support end-user Apple/Windows workstations and applications (e.g., Microsoft Outlook, etc.)
4. Support end-user Apple/Android mobile devices
5. Manage and coordinate urgent and complicated support issues
6. Determine root cause of issues and communicate appropriately to internal customers
7. Work with Atlassian ITSM ticketing system and achieve to Service Level Targets
8. Follow SOPs and Processes for infrastructure support
9. Communicate clearly and efficiently with IT Operations team and other peers
10. Assist in and prepare IT Operations support documentation

Your Qualifications/Experience

Advanced knowledge of supporting: Windows 10, MacOS, and Office 365 Apps
Basic knowledge of: Active Directory, Azure AD, and Endpoint Manager/Intune
AS degree in Information Systems, Computer Science, or another related field
2+ years of professional experience in an IT support role. Experience in Technology/Infrastructure Operations strongly preferred
ITIL and/or Agile certification (preferred). Atlassian product certification(s) a major plus