Helpdesk Ticket Triage, Queue Management, Incident Resolution, Project tasks closure within timelines
Provide Remote End-user technical support including installation for hardware / software & peripherals
Provide support/guidance to end-users related to O365 applications
Ensure the required IT Security and patch levels are met and maintained pertaining to SCCM / anti-Virus & Web Filtering on Servers & PCs.
Provide support for mobile devices including iOS and Android based phones and tablets
Triage and resolve MFA related issues, ensure users are enabled for MFA as appropriate
Troubleshoot & resolve hardware issues relating to infrastructure and client equipment, wherever applicable
Use of monitoring tools to proactively identify and respond to issues with the infrastructure, including but not limited to a) Servers b) Backups c) Network devices d) Bandwidth utilization e) Network performance/availability

Preferred candidate profile
Knowledge of Autopilot, MDM etc. Knowledge of device deployment and management solutions




Office365 (including but not limited to office apps, Teams, ODFB, Power BI)
EndPoint (Systems & Mobile Phones) Technical trouble shooting and problem-solving skills
IT Security Tools: Familiarity with various security tools and best practices
Active Directory: Experience with managing and troubleshooting Active Directory

Non-Technical Skills
Oral & Written communication skills to effectively communicate with end-users in clear, understandable and concise non-technical terms
Ability to write technical documentation
Adaptable/adaptable
Customer Service Focused

Skilled Experience
At least 3 years experience in a related role

Certifications (Positive to have)
Microsoft certification MCSE, MTA etc.
A+ or equivalent Understanding of computer and server hardware
ITIL
ServiceNow or other cloud-based Help Desk system
Use of remote troubleshooting tools e.g., Zoho
Azure Basics

📌 Service Desk Analyst 2 Secunderabad
🏢 Harsco
📍 Secunderabad