Area(s) of responsibility

• Excellent verbal and written communication skills.

• Strong customer service orientation with the ability to handle user queries professionally.

• Strong understanding of computer hardware, software, and networking principles to troubleshoot technical issues effectively.

• Extensive knowledge of Microsoft Intune or proficiency in other mobile device management technologies.

• Expertise in providing remote support for mobile devices.

• Respond to IT support requests via phone, chat, and email.

• Download, install, and configure software based on user requirements.

• Ensure proper use of applications, networks, and IT equipment.

• Test and update existing software as required.

• Escalate complex or advanced IT support cases to the appropriate teams.

• Maintain IT documentation, including network, asset, and user details.

• Document all actions taken, troubleshooting steps,



and resolutions accurately in the ticketing system.

• Support hardware troubleshooting, including coordination for replacement of equipment and peripherals such as computers, terminals, network devices, and server-related components.

• Ensure optimal performance of computer networks and related systems.

• Ability to work flexible shifts and adapt to changing work schedules.

• Prior experience working in a Support Center or Service Desk workplace.

• Analyze issues and identify appropriate software or hardware solutions.

• Understanding of ITIL concepts; ITIL Foundation certification preferred.

• Good understanding of Microsoft applications, Microsoft 365, and Active Directory.

• Ability to work independently with minimal supervision.

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