IT Service Desk Specialist

• Provide Tier 1, 2, and 3 support for remote and onsite users, independently resolving hardware, software, OS, network, access, and application incidents within established SLAs.
• Own assigned queues/categories and accurately record, track, troubleshoot, document, escalate, and follow incidents through final resolution using service desk, remote support, and diagnostic tools.
• Support laptops, OS imaging, monitors, docking stations, desktop systems, account/access issues, Microsoft applications, and business-critical applications.
• Support daily IT operations across BPM regions, monitor service quality/KPIs, and assist with incident and problem management based on impact and severity.
• Identify root causes, recurring issues, and service inefficiencies and recommend solutions and continuous improvements.

Technical, Knowledge Team Support

• Support Microsoft and enterprise technologies, including Microsoft 365, Azure, Entra ID/Azure AD, on-premises Active Directory, endpoint management, Exchange, Outlook, Teams, Office, OneDrive, networking, DHCP, DNS, firewalls, and VPN.
• Support ManageEngine/ServiceDesk Plus administration, ADManager, templates, distribution lists, shared mailboxes, and dynamic distribution lists.
• Support Windows clients, iOS, Android, IT assets, accounting applications, and other enterprise technologies used across BPM.
• Create and maintain knowledge base articles, SOPs, known-error documentation, FAQs, processes, and policies, and contribute to technician training and knowledge sharing.
• Collaborate with India and U.S. IT teams, management, Microsoft, vendors, and service providers to resolve escalations and maintain service continuity across global operations.