IT Service Desk Executive

Please apply if you are an Immediate Joiner also from Vadodara or nearby cities and ready to relocate.

POSITION

REPORTS TO:

Help-desk Lead

DEPARTMENT: IT

POSITION LOCATION:

Vadodara, INDIA (On-Site)

About the Role

We are seeking a highly skilled and customer-oriented Service Desk Analyst to join our IT support team. This role is critical in providing first-line technical support to our US-based clients, ensuring smooth operations and high user satisfaction. The ideal candidate will combine technical expertise with excellent communication skills to deliver exceptional IT support services.

This role is critical in providing first-line technical support to our US-based clients, ensuring smooth operations and high user satisfaction.

Responsibilities

- Provide first level support for proprietary business and enterprise applications.
- Serve as the primary point of contact for end-users, addressing a wide range of IT-related inquiries and issues.
- Assisting with application installations and updates.
- Providing guidance on application usage and features.
- Provide first-line technical support via phone and email, aiming for maximum First Call Resolution (FCR).
- Troubleshoot and resolve issues related to hardware, software, network connectivity, and various IT systems.
- Handle user and account management tasks, including password resets, account unlocks, and permission adjustments.
- Assist with new hire account and email creation processes.
- Create and manage Office 365 mailboxes and distribution groups.
- Provide support for Microsoft Teams application, including troubleshooting meeting and calendar issues.
- Assist users with Microsoft Office products, web browsers, and other commonly used applications.
- Provide support for enterprise applications such as Net Suite, Salesforce, and SQL databases.
- Troubleshoot and resolve issues related to email (particularly Outlook), printers, and scanners.
- Assist with Anti-Virus software-related issues and updates.
- Support Bit Locker encryption processes and troubleshooting.
- Help users with VPN connection setup and related problems.
- Accurately log all incidents and service requests in the ticketing system (e.g., Service Now, JIRA).
- Document troubleshooting steps and resolutions thoroughly for knowledge base development.
- Provide regular updates on ticket status and generate reports as required.
- Escalate complex or unresolved issues to appropriate support teams or senior technicians.
- Collaborate with other IT teams to ensure timely resolution of escalated issues.
- Maintain a positive, professional attitude in all interactions with end-users.
- Communicate technical information clearly and concisely to non-technical users.
- Follow up with users to ensure their satisfaction with issue resolutions.
- Time management and prioritization skills.
- Stress management and ability to work under pressure.
- Stay updated on new technologies and IT best practices relevant to the role.
- Assist in developing and delivering user training on IT systems and applications as needed.
- Contribute to the improvement of support processes and procedures.

Qualifications

- Bachelor’s or associate degree in information technology, Computer Science, or a related field.
- Minimum of 2 to 3 years of experience in an IT helpdesk technician or similar role.

Required Skills

- Strong knowledge of Microsoft Windows operating systems, hardware, and networking concepts.
- Proficiency in troubleshooting issues related to common software applications and hardware.

- Experience with remote desktop applications and helpdesk software (e.g., Service Now, JIRA).

- Experience with Office 365 administration, including mailbox creation and management.
- Knowledge of Microsoft Teams and ability to troubleshoot common issues.
- Excellent problem-solving skills with the ability to think critically and analytically.
- Outstanding communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Strong customer service orientation with patience and a positive attitude.
- Ability to work effectively in a team environment and handle multiple priorities.
- Open to work in US shifts and Indian holidays.
- Understanding of IT security practices and the ability to educate users on security best practices including phishing and spam.

Preferred Skills

- Certifications such as CompTIA A+, Microsoft 365 Certified:
Modern Desktop Administrator Associate, or ITIL Foundation.
- Familiarity with ITSM/ITIL practices and service desk operations.

- Experience with enterprise applications like Net Suite, Salesforce, and SQL databases.
- Knowledge of basic cybersecurity principles and practices.
- Experience in creating and managing distribution groups in Office 365.
- Familiarity with calendar and scheduling troubleshooting in Microsoft environments.

Equal Opportunity Statement

We are committed to diversity and inclusivity.