ServiceDesk Associate

Role:
Desktop Support / Service Desk Specialist

Location:

Hyderabad (Work from Office)

about alliantgroup
alliantgroup is a professional services firm that provides tax consulting and compliance services to businesses in the United States. The company was founded in 2002 and is headquartered in Houston, Texas. alliantgroup services are focused on helping businesses claim tax credits and incentives that they are entitled to under various federal and state programs. These credits and incentives are designed to encourage businesses to invest in certain types of activities, such as research and development, energy efficiency, and hiring employees from certain disadvantaged groups.

alliantgroup services include helping businesses identify and claim these credits and incentives, as well as providing guidance on compliance with the relevant regulations.
alliantgroup is headquartered in Houston, Texas with additional offices located in Austin, Boston, Chicago, Indianapolis, New York, Irvine, Sacramento, Washington, D.C.; and Bristol and London in the U.K.
More about our culture and why we love  alliantgroup

alliantgroup India Talent Pvt. Ltd:
alliantgroup started its operations in India in the year 2020 with a world-class office in Hyderabad to provide Tax, Advisory, Audit and Accounting services. alliantgroup India Talent comprises a team of skilled professionals who address the most pressing needs of U.S CPA Firms. We work with the best talent and ensure our clients get top quality services they need. We are currently a family of 1000+ employees.
Our people and culture set us apart as a firm, and our team includes professionals from a diverse array of fields, including business, engineering, software development, law, and accounting.

What you’ll be doing :
As a Desktop Support / Service Desk Specialist, you will provide first-level response on any information technology-related issues regarding the Microsoft Windows platform. You will assist business and development end-users over the phone, by email and through a centralized ticketing system to resolve or escalate any IT issues. This position requires good technical knowledge and polished communications skills. The key competencies include intermediate knowledge of Windows and networking technologies with a strong motivation to advance your skills.

You need to have patience with those who are less technically savvy, and ability to function in a fast-paced business environment with a high sense of urgency. Additional requirements for this role are dependability and willingness to go above and beyond the call of duty in assisting end-users and following technical issues through to resolution.
What will be your responsibilities:
Provide technical assistance and support for reported issues related to computer systems, software, and hardware on a timely basis to meet department SLAs
Use all means possible to assist users including by phone, via email, in-person, or using remote support tools.
Resolve issues related to desktops, VDI, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees.
Install operating systems, applications, hardware drivers, and customize system settings following department standards.
Analyze problems using troubleshooting skills and diagnostic tools to locate root cause of the problem and provide a permanent solution to the issue to prevent reoccurrence.
Documents issue resolution to department knowledge base to reference in future incidents and contributes to the creation of self-help articles for employee access.
Provide timely updates of all activity for assigned incidents including user contact attempts, and issue resolution details within incident management system; escalating incidents to other support teams where necessary.
Participates in department or firmwide projects as instructed by IT Department management
Contributes to departmental productivity and development objectives by participating in training programs and team meetings.
Interfaces with employees, supervisors, directors, and C-level executives employing a high degree of tact and diplomacy to promote a positive image of the…