The IT Service Desk O365 Analyst will serve as the first point of contact for end-users seeking technical assistance. The role involves diagnosing and resolving technical issues, escalating complex cases, and ensuring excellent service delivery. This role may include responsibilities related to Office 365 administration. Strong communication skills, technical expertise, and a commitment to customer satisfaction are essential.

Key Responsibilities:

1. First-Line Support:
Respond promptly to incoming calls and tickets.
Identify, diagnose, and resolve or escalate hardware, software/application, and network issues.
2. O365 Administration:
Respond promptly to escalated tickets related to Office 365 issues.
Identify, diagnose, and resolve requests concerning mailbox, Microsoft Teams, SharePoint, and other O365 services.
Actively participate and contribute to projects within the Office 365 domain.
3. Incident Management:
Log and prioritize incidents and requests in the ticketing system.
Escalate unresolved issues or tasks to second-line support or relevant teams.
4. Problem Resolution:




Provide accurate information and troubleshooting advice to users.
Maintain knowledge of common issues and solutions to enhance support efficiency.
5. User Training and Communication:
Guide users through system functionalities and best practices.
Communicate updates regarding system changes, outages, and resolution times.
6. System Monitoring:
Monitor IT systems/applications and alert relevant teams of potential disruptions.
Use documented processes to run tests on system status.
Assist in maintaining system documentation and knowledge bases.
7. Continuous Improvement:
Contribute to the development of service desk processes and procedures.
Participate in training sessions to keep updated on technology and tools.

Key Skills and Competencies:
Excellent communication and interpersonal skills.
Solid analytical and problem-solving abilities.
Ability to prioritize tasks and manage time effect

📌 IT Service Desk (Pune)
🏢 Westcon-Comstor
📍 Pune