- Receive and log incoming support requests, accurately identifying the nature of the issue and prioritizing based on severity.
- Diagnose technical problems with computer hardware, software, network connectivity, and applications through questioning and analysis.
- Provide solutions to common issues by offering guidance, performing basic configuration changes, or applying known workarounds.
- Identify complex issues beyond their expertise and escalate to appropriate technical teams for further support.
- Maintain detailed records of incidents, resolutions, and user interactions within the ticketing system.
- Contribute to and utilize the knowledge base by documenting solutions to frequently encountered problems.
- Identify trends and patterns in support requests to proactively address potential issues and suggest improvements.

Required Skills:

- Bachelors degree in computer science, information systems, or similar.




- At least 2 to 3 years of experience in the IT industry.
- Strong understanding of operating systems, network protocols, common applications, and hardware troubleshooting.
- Excellent Communication Skills - Ability to clearly explain technical concepts to non-technical users and effectively communicate with customers via phone and email.
- Problem-solving Skills-Analytical approach to identify root causes of issues and develop effective solutions.
- Commitment to providing a positive user experience and maintaining a qualified demeanor.
- Accurate documentation of issues and resolutions within the ticketing system.

Skills: Networking Protocols, Hardware Troubleshooting, Operating Systems, Ticketing, Analytical, Computer Hardware

Experience: 2.00-3.00 Years

📌 Service Desk Analyst (Pune)
🏢 Jade Global
📍 Pune