Service Desk Analyst

Knowledge of Windows and Mac operating systems. Experience providing IT support remotely Good Knowledge on Networking (LAN WAN, VLAN, and VPN, VOIP) Experience in Active Directory, M365, AAD Experience providing hardware support for different laptop OEMs (Lenovo, Dell and Apple) Basic Knowledge of Virtualization, SCCM , JMAF and Intune Configurations of E-mail, Collaboration tools (M365) Working knowledge of ITSM tools like ServiceNow, JIRA Service desk etc. Experience in Office 365, VOIP, Troubleshooting, Vendor Management, Asset Management Strong communication and customer service skills. Ability to work independently and escalate appropriately. Excellent written and speaking English communication skills Must have experience in providing Voice support apart from e-mail, chat Knowledge of ServiceNow ITSM Job Duties/ Responsibilities: Provide technical assistance for Windows and MacBook laptops and computers. Handle software upgrades, patch management, and application installations as per requirements. Address end-user issues promptly, creating positive interactions at every touchpoint. Leverage feedback to improve service and user experience. Document all incidents and ensure timely resolution.

Provide SOP based support on end user devices Work with L2 support teams Ticket triaging and Q-management