Senior Service Desk Analyst

Position Summary The Senior Service Desk Analyst will be responsible for providing technical support services to the organization. This position will be focused on diagnosing/resolving IT related problems and creating/assigning tickets to appropriate groups as needed. They will need to proactively escalate any issues that require additional attention.

In addition to a bachelors degree/IT certification we are looking for strong self-starters able to demonstrate initiative, autonomy, ability to take ownership and achieve outcome-based goals with minimal supervision.

Experience

5 - 8 years of IT Operations in an enterprise environment

Qualification

Holds Bachelor’s Degree in Computer Science or related field.

Roles & Responsibilities

- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Responsible for handling Internal IT system like firewall, Wi-Fi devices and Laptop’s configuration etc.
- Expert in configuring laptops and well-versed in the troubleshooting process.
- Take ownership of high severity Incident, engage and co-ordinate the support groups to ensure faster resolution.
- Create and maintain the IT Asset Management.
- Sending the daily reports – Logged, Resolved, Open tickets and follow-ups.
- Create SOP/Runbook and Maintain for IT Operations.
- Being part of an ITIL based Service Desk, implementing and following the best practice.
- Create and maintain day to day incident documents with its resolution.
- Understanding of Software & Hardware installation as well as troubleshooting process.
- Identify and fix performance issues on the laptops, networks and IT assets as well.
- Create a process for upgrades and installation for internal machines as well as IT Asset.




- Monitoring of network and machines for identifying any failure point.

Must Have

- Hands on experience with one of the ticketing tools like Service Now, Freshdesk, Solar wind etc.
- Familiar with OS recovery and backup tools, VPN tools, security tools etc.
- Hands-on experience and understanding on working on User creation/deletion, AD etc.
- Expert in installation and configure Windows and Linux environment.
- Hands-on experience in handling alerting and monitoring and understanding NOC dashboards.
- Familiar with Installation and troubleshooting of IT software and coding tools on laptops.
- Expert working knowledge of MS-Office – Word/Excel/Powerpoint etc.
- Basic troubleshooting knowledge of MS Teams and Windows OS related issues.
- Should be a good team player.
- Excellent written communication skills with email etiquettes.
- Good problem solving and analytical skills.
- Excellent customer service skills. (US Market)
- Desire to perform at a high level.
- Ability to work in isolation & to drive resolution in line with support requirements.
- Willing to learn & adapt to changing environments. Drive for results.

Should Have

- ITIL certification is must.
- Expert working knowledge of Asset Management.
- Expert working knowledge of software installation and upgradation along with maintenance Highly analytical, data-driven and process-oriented mind set.
- Intermediate knowledge of IT Infrastructure devices and tools in terms of monitoring and L-1 Support.
- Positive sense of prioritization and time management.
- Effective team core skill valuation and upscaling.

Could Have

- Good to have familiarity with virtualization services.
- Good to have Incident and Escalation Management.
- Good to have knowledge on Azure Services.
- Good to have knowledge of security principles.
- Good to have any technical certification.

📌 Service Desk Analyst (Hyderabad)
🏢 Ensemble Health Partners
📍 Hyderabad