Service Desk Analyst

Position: Service Desk Analyst

Work Mode: Office

Location: Cyber City, Gurugram

Looking to take the next step in your career? Hatch is currently seeking an experienced Services Desk Support to join our Team in Gurugram, Haryana.

Responsibilities

As the successful candidate, you will have:

• Provide technical support to end-users in local offices and to remote offices daily, including PCs, telephones, mobile phones, network equipment and other IT services;
• Respond to service requests and incidents from customers and users via telephone, email, chat, or web portal;
• Prioritize and manage service support requests in line with expected service levels targets;
• Escalate complex or unresolved problems to the appropriate level of support;
• Setup, oversee & teardown corporate events
• Monitor and update the service delivery system for assigned tickets and assigned locations and/or projects;
• Must be able to deploy image and software to computers locally and remotely;
• Preparing and providing support documentation, including procedural documentation when required, including providing user and group training as required;
• Manage the breakdown, relocation and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations as assigned by support lead;
• Promote and adhere to departmental and organizational information security policies, standards and procedures;
• Perform other related duties incidental to the work described;
• Strive for excellence in customer service in line with the company values and expectations;

Qualifications

• Degree with experience in desktop/technical support in a Microsoft Windows network environment.
• Ability to support HP laptop/desktop computers, peripherals, Ricoh, Canon, HP multi-function printers and other computer hardware.
• Knowledge of engineering software such as Autodesk, ESRI and Bentley products, is a clear advantage, but not required;
• Familiarity with standard Service Desk software and a good knowledge of remote user support;
• Excellent understanding of Microsoft products, including MS Office 365, Teams, SharePoint, OneDrive is required;
• Application Support for Adobe Acrobat, Bluebeam, and other current and new applications that exist within the organization;
• In-depth knowledge of Windows Active Directory User and Computer Administration; MS Intune, SCCM, Microsoft Exchange and 365 Admin;
• Experienced in handling Events, Live Meetings, Webinars and corporate events using MS Teams, WebEx or Zoom Video or similar platforms;
• Exposure to IT Service Management and delivery systems, e.g. Zendesk, ServiceNow, Remedy; Jira;
• Strong analytical, problem solving and troubleshooting skills;
• Ability to function well in a team environment; work independently as needed;
• A+, Network +, Security + or MCP certifications are an asset
• Strong customer focus skills;
• Strong oral and writing proficiency in English is mandatory;
• Minimum two-year relevant experience working in a similar corporate service desk technical support role;

All candidates must have legal authorization to work without employer sponsorship and ability to travel if necessary;