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 easy 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 r

📌 Analyst IT (Gurugram)
🏢 UnitedLex
📍 Gurugram