Senior Analyst – Service Desk
FLEX TECHNOLOGIES LIMITED · Hyderabad · onsite · Posted 43d ago
About a minute. You'll make an account on the way through.
About this role
Key Responsibilities
- Provide Level 1 remote desktop support through phone, email, and chat.
- Diagnose and resolve hardware, software, and network-related issues within defined SLAs.
- Handle service desk tickets and ensure timely and accurate resolution.
- Maintain quality standards related to technical support, communication, and process compliance.
- Drive First Call Resolution (FCR) while maintaining required Average Handling Time (AHT).
- Minimize rejected resolutions, reopened tickets, and repeat incidents.
- Maintain high login efficiency and availability.
- Update ticket worklogs, resolution details, and case documentation accurately.
- Follow defined shift and escalation processes.
- Escalate complex or unresolved issues to L2/L3 support teams or technical specialists.
- Contribute to knowledge base updates and other value-added activities.
- Continuously develop technical and process knowledge.
Mandatory Skills
- Service Desk
- Level 1 IT Support
- Remote Desktop Support
- Hardware and Software Troubleshooting
- Basic Network Troubleshooting
- Ticket Management
- SLA Management
- Customer Support
- Incident Resolution
- Good verbal and written communication
Preferred Skills
- Cisco Wide Area Networking (WAN)
- Network Troubleshooting
Sourced from foundit
Skills
About Flex Technologies
FLEX TECHNOLOGIES LIMITED
2.5k+
employees
₹6.2L PA avg
Avg at Flex Technologies
About
Established in 2025, FORGEX Technologies Limited provides turnkey engineering, procurement, and execution of controlled environment and cleanroom infrastructure, design, engineering, and consulting services to pharmaceutical and healthcare companies.
The company supplies the following products manufactured by third parties: - Cleanroom wall panels, Cleanroom ceiling panels, Covings, Riser panels, Cleanroom doors, Flooring systems, Pass boxes, Air showers, LT/HT electrical panels, prefabricated galvanized iron (GI) ducts, Air handling units, Chillers, Building Management Systems (BMS) Equipment, Utility generation and distribution Equipment.
The company's customers include pharmaceutical companies, chemical companies, hospitals, healthcare companies, and FMCG companies. HVAX Technologies has completed around 200 projects in India and in 15 countries, namely Algeria, Ethiopia, the United Arab Emirates, Ghana, Kenya, Nepal, New Zealand, Nigeria, Saudi Arabia, Sri Lanka, South Africa, Tanzania, Uganda and Zimbabwe. Further, the Company has executed 53 projects, 48 projects, and 52 projects in FY 2024, FY 2023, and FY 2022 respectively, representing revenue from turnkey projects of Rs. 8445.73 lakhs, Rs. 9,343.63 lakhs, and Rs. 6,632.27 lakhs respectively.
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