Role – Service Desk Administrator Experience: 3 to 5 years Location: Coimbatore, Mumbai, Chennai , Bangalore and Hyderabad Job Description · Incident Resolution: Manage incidents and service requests that require deeper technical troubleshooting beyond L1 support. · Intermediate Troubleshooting: Diagnose and resolve issues related to operating systems, network connectivity, and business-critical applications. · Root Cause Analysis: Investigate the root cause of recurring incidents, providing insights for process improvements. · Collaboration with L3: Work with L3 support on escalated incidents, ensuring smooth knowledge transfer and technical accuracy. · Documentation: Document solutions for recurring incidents and update the knowledge base to aid L1 and future L2 responses. Mandatory Leaf Skills to Hire · Technical Skills: Proficiency in network basics, desktop support, and experience with ITSM tools (e.g., ServiceNow, Jira). · Soft Skills: Strong Communication skills, analytical skills, ability to manage escalations eƯectively, and collaborative team approach. Upskilling Tracks- Train on any two skills · Windows remote Support · EUC Desktop Engineering (Intune, SCCM, Citrix Unified Management, JAMF) · Infra Monitoring, End user Analytics (Systrack, Nexthink) · JAMF Pro Useful Certifications · Certifications: ITIL Foundation · CompTIA A+, or Microsoft Certified: Modern Desktop Administrator. (Optional)
Job Title
Service Desk Administrator