Service Desk Analyst-IT Service Desk

Role Overview: As a Service Desk Analyst- IT Service Desk at Persistent, located in Hyderabad, you will be responsible for assisting end users with application problems, desktop/laptop issues, and system administration. Your role will involve diagnosing, prioritizing, troubleshooting, and resolving IT incidents and requests reported by users through various channels like telephone and email. You will need to identify and escalate tickets requiring urgent attention, perform initial triage and troubleshooting steps, track and document all issues and resolutions in detail within the ticketing system, and deal with and resolve helpdesk requests. You will also be expected to take ownership of user problems, communicate progress in a timely manner, maintain a high degree of customer service, and adhere to service management principles. This position requires flexibility to work in a 247 environment with rotating shifts and week-offs. Key Responsibilities: - Assist end users with application problems, desktop/laptop issues, and system administration problems - Diagnose, prioritize, troubleshoot, and resolve IT incidents and requests reported by users - Identify and escalate tickets requiring urgent attention, perform initial triage and troubleshooting steps, track and document all issues and resolutions within the ticketing system - Deal with and resolve helpdesk requests - Take ownership of user problems and communicate progress in a timely manner - Maintain a high degree of customer service for all support queries - Adhere to all service management principles - Open to working in a 247 environment with rotating shifts and week-offs - Ability to manage stressful situations and adapt to rapidly changing environments - Excellent documentation and communication skills - 2-5 years of experience in IT helpdesk environment (voice) - Knowledge of ITIL framework and terminologies - Knowledge of Windows, Mac Operating Systems, and VDI environments Qualifications Required: - Demonstrated problem-solving capabilities - Adherence to Service Level Agreements and timely follow-up on tickets - Versatile and open to working in a 247 environment with rotating shifts and week-offs - Self-motivated achiever with a focus on providing excellent customer service - Awareness of basic networking concepts such as DHCP, IP address, DNS, TCP/IP, VPN, and technologies - Provide basic and intermediate level troubleshooting support - Provide standard applications support for Outlook mail, MS Suite, Google Workspace, VPN, Browsers, etc. - Excellent organizational skills - Continual development and maintenance of technical skills for high-quality technical support for end users Please note that Persistent is dedicated to fostering diversity and inclusion in the workplace, welcoming applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. Persistent supports hybrid work, flexible hours, and provides an accessibility-friendly office environment with ergonomic setups and assistive technologies for employees with physical disabilities. For more details about career opportunities at Persistent, visit persistent.com/careers. Role Overview: As a Service Desk Analyst- IT Service Desk at Persistent, located in Hyderabad, you will be responsible for assisting end users with application problems, desktop/laptop issues, and system administration. Your role will involve diagnosing, prioritizing, troubleshooting, and resolving IT incidents and requests reported by users through various channels like telephone and email. You will need to identify and escalate tickets requiring urgent attention, perform initial triage and troubleshooting steps, track and document all issues and resolutions in detail within the ticketing system, and deal with and resolve helpdesk requests. You will also be expected to take ownership of user problems, communicate progress in a timely manner, maintain a high degree of customer service, and adhere to service management principles. This position requires flexibility to work in a 247 environment with rotating shifts and week-offs. Key Responsibilities: - Assist end users with application problems, desktop/laptop issues, and system administration problems - Diagnose, prioritize, troubleshoot, and resolve IT incidents and requests reported by users - Identify and escalate tickets requiring urgent attention, perform initial triage and troubleshooting steps, track and document all issues and resolutions within the ticketing system - Deal with and resolve helpdesk requests - Take ownership of user problems and communicate progress in a timely manner - Maintain a high degree of customer service for all support queries - Adhere to all service management principles - Open to working in a 24*7 environment with rotating shifts and week-offs - Ability to manage stressful situations and adapt to rapidly changing environments - Excellent documentation and communicatio