Role & responsibilities

- Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
- Log, categorize, prioritize, and track incidents and service requests.
- Provide first-level troubleshooting for desktop, laptop, mobile, printer, and application-related issues.
- Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, Teams, and basic networking issues.
- Reset passwords and manage user accounts through Active Directory or relevant identity management tools.
- Escalate unresolved incidents to appropriate Level 2/Level 3 support teams.
- Maintain accurate documentation of issues, resolutions, and support activities.
- Follow ITIL processes for Incident, Request, and Problem Management.
- Ensure timely resolution in accordance with defined SLAs.
- Assist users with remote access, VPN, hardware setup, and software installations.

Preferred candidate profile

- Knowledge of Windows 10/11 operating systems.
- Basic understanding of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
- Knowledge of Active Directory and password management.
- Understanding of networking fundamentals (TCP/IP, DNS,



DHCP, VPN).
- Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Customer-focused attitude.

Perks and perks

Preferred Qualifications

- Bachelor's degree
- Microsoft certifications are an added advantage.

Experience

1-3 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations Support via phone, email, chat, and ticketing systems.

Working Hours:

Required to work for a total of 45 hours per week. The normal office hours are 10 hours per day, inclusive of unpaid 1 hour break. Your work schedule will be determined as communicated by your manager. You may be required to work on shifts (morning/evening/night shift) as notified to you by your manager.

Key Competencies:

- Customer Service Orientation
- Problem Solving
- Communication Skills
- Incident Management
- Team Collaboration
- Attention to Detail
- Time Management

📌 Technical Service Desk AnalystHyderabad (Hyderabad)
🏢 Unisys
📍 Hyderabad