Area(s) of responsibility

Key Responsibilities

- Provide phone, email, chat and ServiceNow portal support.

- Validate user entitlement, log, categorize, prioritize and route incidents and service requests accurately.

- Resolve standard issues using approved SOPs, knowledge articles and remote troubleshooting.

- Provide remote desktop support for desktops, laptops, mobile devices and peripherals, including software installation, printer mapping, basic hardware troubleshooting, profile issues and common connectivity problems.

- Support password reset/unlock, onboarding/offboarding and approved access requests for Windows, SAP, Google, ServiceNow, Salesforce, Vology, JIVS, D365 and BI applications.

- Perform follow-up for dispatched incidents and aged service requests, coordinate with resolver groups and validate closure with users.

- Support major incident bridge setup, impact capture and user communication as directed.

- Maintain ticket evidence and contribute to knowledge articles and user guides.

📌 Analyst-Cloud & Infra Operations (Noida)
🏢 Birlasoft
📍 Noida