Nagpur, Maharashtra

Job Summary

Remote Desktop Support

Key Responsibilities

Technical skills - because they frequently play a direct role in resolving user issues, service desk technicians need excellent technical and computer skills\
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- Problem-solving skills - service desk analysts are primarily problem-solvers, so they should be able to devise technical and creative solutions to user issues\
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- Communication skills - effective communication is key in this role, since service desk analysts need to gather data about problems, prepare detailed notes and reports, and walk users through the steps they can take to resolve software and hardware issues\
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- Time management - service desk analysts need excellent time management skills and should be able to set priorities when handling multiple cases\
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- Team collaboration - service desk analysts routinely work with other IT personnel to resolve user issues, so they need to successfully collaborate with team members and coworkers\
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Job Roles\
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Field Incoming Help Requests\
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Resolve IT Support Requests\
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If possible, service desk analysts directly resolve user technical issues as they arrive. At some organizations, this can involve remotely accessing the user’s computer and making changes to their system and settings. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own. For relatively easy issues, the service desk analyst can quickly devise a solution to the problem without the IT department taking further action.\
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Escalate Advanced Cases\
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Service desk analysts escalate user support requests to higher-level IT support specialists and experts if they are unable to resolve the issue on their own. They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem. For particularly complex cases, the ser

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