Service Desk SME - Hyderabad
3 days ago
Job description
Job Title:
Service Desk Associate 1 (Level 2 Service Desk Associate)
Job Description:
As a Level 2 Service Desk Analyst, you will play a crucial role in providing technical support and assistance to end-users across our clients
Your responsibilities will include:
Incident Resolution:
Responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team.
Troubleshooting:
Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution.
Technical Support:
Providing guidance and support to end-users in using IT systems, applications, and hardware effectively.
Escalation:
Escalating complex technical issues to Level 3 support or relevant teams when necessary, while maintaining ownership of the incident.
Documentation:
Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference.
User Training:
Assisting in user training and education programs to enhance their technical skills and knowledge.
Monitoring:
Monitoring and maintaining IT systems and networks to proactively identify potential issues and prevent service disruptions.
Collaboration:
Collaborating with IT teams, including network, security, and application teams, to ensure seamless service delivery.
Adherence to SLAs:
Meeting or exceeding service level agreements (SLAs) for incident response and resolution times.
Qualifications:
Bachelor's degree in Computer Science or a related field.
Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) is a plus.
Previous experience in a Level 1 / Level 2 Service Desk role or similar IT support position.
Proficiency in troubleshooting Windows and/or Mac operating systems.
Strong verbal and written communication skills.
Communication skills and a customer-oriented mindset.
Ability to work under pressure and meet deadlines.
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