Summary:

This role supports the hardware and software used for production, management and delivery of content and services to our clients.

Role, Responsibilities:

- Provides Tier I/II support to end users with exceptional customer service skills.
- Answers, evaluates and prioritizes service requests via phone, voicemail, email and in person for users. Provides regular and timely updates to customers.
- Performs move/add/change tasks for desktop/laptop hardware and software systems
- Meet SLA requirements for problem resolution.
- Log and track issues in our service management tools.
- Build/deploy, patch and support end user desktops, laptops, mobile devices and other related equipment.
- Maintain accurate inventory of computer hardware and software assets related to the service desk function.
- Maintain key performance metrics related to Tier I/II support functions
- Support VOIP telephony systems and video conferencing hardware and software.
- Manage vendor repair and returns of defective equipment as necessary.
- Learn eDiscovery applications to assist with support across the organization.
- Maintain best practices on security for supported applications.




- Keep manager and other team members informed of trends, delays or complications that arise during normal course of work.
- Collaborate with other IT team members as needed.
- Participate in creation and maintenance of IT standards and procedures.
- Other duties as assigned.

Essential Skills Required:

- Typically requires a Degree or equivalent experience.
- 1 to 3 yrs of experience servicing/troubleshooting desktops, laptops, printers, mobile devices and other peripherals. Experience with Service Now a plus.
- Microsoft certifications and ITIL V3 certification desired
- Demonstrated ability to build, maintain and support workstation images.
- Demonstrated ability to work with vendors to procure, inventory, repair and mange computing assets
- Ability to effectively collaborate within an IT team with shared responsibilities.
- Working/practical knowledge of IP networking principles
- Working/practical knowledge of Active Directory, Exchange and SharePoint
- Willing to be on-call for occasional night and/or weekend support.

📌 Service Desk Analyst (Bengaluru)
🏢 Augusta Infotech
📍 Bengaluru