Help Desk Analyst

Experience 8-12 years

· Handles break/fix, configuration issues, troubleshooting, software installations, and coordinating with L3 vendors/support groups.

· Use SOP/KB articles for resolution where available and use their technical skills to troubleshoot and resolve the issue

· Respond, investigate, and resolve incidents related to desktop and mobile device operating system environment such as:

o Microsoft Teams / O365 / MFA/ Intune / related Issues

o Microsoft Outlook related issues

o AD Groups and Distribution lists

o Mobile device management

o Build VM desktops and manage capacity such as Memory / Storage etc.,

o Inhouse Applications Issues

o Windows and mobile device operating system issues

o IE/Edge and Chrome Browser related issues

o Citrix client installation and Remote connectivity support on PCs

o Remote Connectivity related issues

o New Hire Onboarding and Separated Users Process

o PC application installation issues

· Build SOPs for the level 1 agents for faster issue resolution and effectiveness

· Ticket analysis for data analysis and improvement

· Coaching Help Desk teams

Roles and Responsibilities –

· Support end users via Phone Call, Email or Chat. Visit user desk as necessary.

· Microsoft outlook, basic networking , Intune, MS Teams O365, Print and Azure skills

· Windows 10 & Application Related Troubleshooting

· Enter and manage all incidents in the incident management system and act as a liaison between customers and technical escalation teams.

· Be part of P1 Incident Management Calls

· Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated

· Obtain High Customer Satisfaction Survey feedbacs

· Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

· Apply diagnostic utilities to aid in troubleshooting.

Any Graduate

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