Key Responsibilities

- Provide expert L1 and L2 desktop support, addressing and resolving user incidents and service requests efficiently.
- Single-handedly maintain site IT operations, leveraging remote support as required,

to ensure minimal disruption.

- Perform assembling, installation, configuration, maintenance, and troubleshooting of desktops, laptops, LAN, and printers.
- Manage Active Directory console operations, including resetting passwords, and unlocking accounts.
- Execute installation of various Operating Systems (primarily Windows 11) and other essential software.
- Configure and install network printers, ensuring seamless connectivity and functionality.
- Ensure all reported faults are progressed and cleared within agreed Service Level

Agreements (SLAs), escalating to internal and external teams as appropriate.

- Take full ownership of user incidents/requests, proactively following up on their status and communicating progress to users in a timely and qualified manner.
- Manage escalations effectively,



adhering to Standard Operating Procedures (SOPs).
- Perform thorough impact analysis on all incidents and service requests reported into the Service Desk, assigning correct priorities.
- Identify and escalate recurring issues or potential service risks to service management teams for proactive resolution.
- Perform installation, maintenance, and troubleshooting of Windows 11 operating systems.
- Utilize ServiceNow (or similar ITSM tool) for ticket management, tracking, and reporting.
- Perform troubleshooting on assigned tickets and resolve problems within defined

SLAs.

- Manage IT asset lifecycle, including allocating/deallocating assets, recording asset information, updating trackers and tools, maintaining gate pass trackers, and serving as a store in-charge for IT equipment.
- N+ knowledge required. IP addressing, DNS, DHCP, LAN/WAN setup, and basic troubleshooting.
- Ready to work 24/7 shift.

📌 Desktop Support (Noida)
🏢 Trigent Software
📍 Noida