Overall Responsibilities:

- Logging all relevant incident/service request details, allocating categorization and prioritization codes
- Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution
- Resolving incidents/service requests when first contacted whenever possible
- Handling user calls
- Provides user guidance by remote control support software to the end-user community on hardware, software, and network-related problems, questions, and use
- Responsible for the configuration, maintenance, and troubleshooting of end user computing devices, related applications, and peripherals (including desktops, laptops, mobile devices, workstation operating systems, and related network)
- Follow the onboarding and offboarding process to ensure the smooth transition of new hires and leavers
- Work with senior staff and other groups to resolve technical problems
- Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis
- Follow set policies and procedures when assisting users to ensure proper handling of requests
- Contribute knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support
- Deliver regular, ongoing preventative maintenance activity to desktop applications and hardware
- Work with simple to moderately complex Active Directory functions such as file share rights, manage permissions on the security groups, access of O365 applications
- Coordinate with other IT teams to complete project-related tasks




- Work on other SOP-driven tasks like Access modification on Mailbox, email forwarding, VDI Access, VDI Reset etc.
- Completing other duties as assigned outside of normal workload
- Work in 24x7 rotational shift to provide support and resolve remote support tickets Knowledge and Skills:
- Minimum 3-5 years of relevant experience
- Excellent troubleshooting and critical thinking skills
- Be ready to work in rotational shifts (24*7)
- Strong conceptual skills
- Good communication skills
- Valuable team player
- Working experience on ManageEngine Desktop Central for desktop/laptop patching
- Experience on bulk deployment from SCCM, Endpoint, or any 3rd party tool
- Basic understanding of Windows domain workplace and experience on AD user provisioning
- Working experience on level 1 administrative tasks on O365 (email account, DL creation, modification etc.)
- Working knowledge of standard desktop software and functions (e.g., antivirus, encryption, browsers, plug-ins, audio/video functionality)
- Troubleshooting experience of MS Office Suite: 1. Familiarity with all MS Office applications being used in office
- Ability to identify MS Office related issues




- Ability to provide all relevant information to the specialist team
- Good understanding of different add-ins and plugins - Working knowledge of Windows OS: 1. Understand different features of Windows

2.

Identify

Windows-related issues

- Document issues clearly with complete details for escalation if needed Work Conditions:
- All specific company policies to apply without exception
- Compulsory adherence to ISO/IEC 27001:2013 guidelines Qualification & Attributes: Experience:
- Minimum 3–5 years of relevant experience
- BPO F&A; experience, preferably voice process for U.S. and U.K. markets
- Good English communication skills, both written and verbal
- Proficiency and accuracy in high-volume data entry and use of Microsoft Excel and Outlook
- Knowledge of Windows Troubleshooting, Office 365 Administration, and ITSM tools (preferably ServiceNow) Education:
- Graduate in any stream Good to Have:
- ITIL V4 Foundation certification Personal Attributes:
- Must be well-organized and able to juggle multiple tasks — dynamic and action-oriented, meets deadlines and makes it happen
- Ability to build and maintain relationships and work confidently with people at all levels
- Enthusiastic and approachable personality
- Excellent communicator (written and verbal) with the ability to earn trust and credibility
- Demonstrates a high degree of confidentiality
- Willingness to accept responsibility and make decisions based on experience, education, and understanding of business/client needs

📌 Analyst IT (Gurugram)
🏢 UnitedLex
📍 Gurugram