Job Description
Job Description
Summary:
We are seeking a skilled Technical Service Desk professional with a minimum of 2 years of experience to join our team immediately. The ideal candidate should possess a robust troubleshooting approach, root cause analysis skills, incident lifecycle knowledge, and be familiar with ticketing tools.

Roles And Responsibilities:
- Providing on-call, Chat, and email support for employees contacting from multiple locations across the globe
- Incident logging, categorization, prioritization, assignment, coordination communication
- Troubleshooting technically complex issues related to Microsoft Outlook, Applications, and other endpoint tools
- Acting as the prime point of contact in helping with Active Directory, MS Outlook, VPN, Network, and other technical support
- Maintaining customer support documentation and filing on a regular basis
- Incident communication and notification for high priority incidents
- Coordination with application and infrastructure support teams




- Providing accurate Incident resolution and Service Request management within established Service Level Agreements

Job Requirements
Job Requirements

Requirements:
- Strong communication skills
- User handling skills
- Data handling skills (Excel)
- Basic Knowledge in Trouble shooting, Internet skills & MS Office
- Inbound calling process experience
- Multitasking abilities
- Experience with troubleshooting networks and endpoint tools
- Root cause analysis skills
- Incident lifecycle knowledge
- SLA awareness
- Escalation handling experience
- Ticketing tools knowledge
- Documentation skills
- Experience with tools like Manage Engine Service Desk Plus tool
- Knowledge in Creation/Access Management of Network Drives and Shared Folders
- Active directory management and access controls experience
- Browser, Wireless, and Operating System Troubleshooting capabilities

📌 Technical Service Desk (Hyderabad)
🏢 SHI Solutions India
📍 Hyderabad