Hiring For Service Desk Analyst

Role & responsibilities :

• 3.5yrs to 6 yrs in IT support, with direct end-user contact in large organizations.
• Strong customer focus and problem-solving skills.
• Knowledge of VMware, VDI lifecycle, Citrix apps, XenDesktop/XenApp.
• Expertise in MS 365 Products and Teams.
• Basic networking and domain controller understanding.
• Windows 10/11 troubleshooting, profile management.
• AZ900 certification (mandatory); A1900 fundamentals (preferred).
• Experience with remote access tools (VPN, Citrix Director, etc).
• Familiarity with ServiceNow and helpdesk ticketing systems.
• Strong documentation and incident/problem management skills.

Key Responsibilities

• Deliver advanced technical support with a focus on Microsoft Azure infrastructure, networking, and security.
• Mentor L1/L2 support teams and guide them through complex issues.
• Lead process improvements and enhance service delivery.
• Own escalations and ensure timely resolution.
• Participate in service improvement calls and contribute to solutions.
• Define workarounds, initiate enhancements, and ensure KM compliance.
• Drive team performance aligned with SLA/KPI targets.

Preferred candidate profile

Looking for candidates who can join us early imm to 30 days of notice.