Preference to Pune Local Candidates. Remote Opportunity with only a few days at office in Pune.

ONLY FOR IMMEDIATE JOINERS

The IT Service Desk Analyst is the first point of contact for Cohesity employees experiencing technology issues. This role is responsible for logging, triaging, troubleshooting, and resolving incidents and service requests related to hardware, software, network access, and business applications, escalating complex issues to Tier 2/3 teams as needed. Success in this role means quick, friendly, accurate support that keeps Cohesity employees productive.

Key Responsibilities

• Serve as the first point of contact for IT support via phone, chat, email, and ServiceNow ticketing, providing prompt and professional responses.

• Log, categorize, and prioritize incidents and service requests in ServiceNow, ensuring accurate documentation of issue details and resolution steps.

• Troubleshoot and resolve common issues involving Windows/macOS, Microsoft 365 (Outlook, Teams, SharePoint), VPN, MFA, printers, and mobile device access.





• Perform account and access management tasks: password resets, account provisioning/deprovisioning, group and access requests via Okta/Active Directory.

• Manage hardware lifecycle tasks including laptop imaging, deployment, asset tagging, and equipment returns for new hires, transfers, and offboarding.

• Escalate unresolved or complex tickets to Tier 2/3 support or the appropriate subject-matter team, providing clear handoff notes.

• Meet or exceed defined SLAs for response time, resolution time, and customer satisfaction (CSAT).

• Maintain and contribute to the internal knowledge base, documenting new solutions and updating outdated articles.

• Support onboarding/offboarding logistics, conference room and AV technology, and basic network connectivity troubleshooting.

• Identify recurring issues and escalate trends to leadership to support root-cause and process improvement efforts.

Required Qualifications

• 1–3 year

📌 IT Service Desk Support Technician (Pune)
🏢 Central Business Solutions
📍 Pune