Technology Support Analyst II - Service Desk

Global Service Desk is responsible for providing front-line IT support via chat, web, and voice calls to handle incidents with technical knowledge and the ability to remotely connect to a user's machine with a 24x7 global support work posture and ServiceNow experience.

Job Description:

Client-facing level one technology support role for a global user base. Role involves basic troubleshooting of Microsoft applications and proprietary systems. This resource is necessary to maintain agreed service levels within the Service Desk and deliver the capabilities to service clients.

Responsibilities:

• Understand the issues experienced by business users
• Provide accurate troubleshooting steps and resolve technical issues for business users
• Ensure prompt assistance within the defined timeline
• Maintain ticket, chat, and call quality
• Ensure process SLAs are met
• Identify risks and process gaps
• Remain compliant and highlight any risk issue identified
• Be acquainted with HVD technology and provisioning and de-provisioning

Requirements:

• Education: BE/BTech/ME/MTech
• Certification: ITIL desirable
• Experience range: 4-6+ years of relevant experience

Foundational skills:

• Strong understanding of Windows 11
• Troubleshooting software and hardware issues
• Problem-solving and excellent customer handling skills

Desired skills:

• The individual will be part of the Level 1 team and will be required to assist mortgage application and technology support via chat and voice and provide troubleshooting steps with appropriate resolutions

Work timing:

24x7 global shift - weekdays and weekends.

Change in shift timing subject to business requirement and LOB demand.

Shift Type:

Rotational shifts.