Service Desk Analyst

JD :
Responsibilities :
Handle and resolved IT issues of Principal employees and contractors on phone /chat.
Hands-on knowledge of Office 365 accounts and services.
Hands-on knowledge of Ticketing tools:
Jira & Service now.
Attending Day-to-Day Calls to the Users Troubleshooting Hardware & Software
Possess strong interpersonal skills and the ability to work as an effective team player.
Excellent knowledge of the most recent Windows operating systems and associated applications
Good communication is a must.
Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
Should possess knowledge on installing Windows OS on laptop or VM or CPC .

Qualifications:

Associate's or bachelor's degree in computer science, information systems, or similar.
At least 3 years' experience in end-user support role.
Strong understanding of various IT-Infrastructure systems like Virtual machines,Laptop networks,, etc.
Strong understanding of IT-Infrastructure software and tools like OS, MS-Office, system console, etc.
Strong understanding of IT-Infrastructure issues/ problems like link outages, system failures, etc.
Good ability to multitask and simultaneously working on more than one tasks in hand
Ability to simultaneously monitor multiple system consoles and take appropriate observations/ actions
Ability to work in rotating shifts environment
Must be able to maintain accuracy and confidentiality
Skills/ experience in voice-based technical support.
Skills/ experience on working with international users.
Meticulous Approach, attention to detail.
Advanced collaboration, communication, and interpersonal skills.
Excellent organizational and time management skills.
In-depth and current knowledge of computer programs and hardware