Responsibilities

- Provide Level 1/Level 2 IT support to global users via phone, chat, email, and remote desktop tools.

- Log, track, prioritize, and resolve incidents and service requests using ITSM tools such as ServiceNow or HEAT.

- Troubleshoot issues related to Windows operating systems, Microsoft 365 Azure, OneDrive, Outlook, Teams, and other Microsoft applications.

- Perform Active Directory administration, including user account creation, password resets, account unlocks, group management, and access requests.

- Diagnose and resolve desktop, laptop, printer, and peripheral hardware issues.

- Provide remote troubleshooting using TeamViewer, Remote Desktop, or similar remote support tools.

- Follow ITIL processes for Incident Management, Request Fulfillment, and Problem Management.





- Escalate unresolved issues to appropriate Level 2/Level 3 support teams following defined escalation procedures.

- Maintain SLA and KPI compliance while delivering high-quality customer support.

- Create and update knowledge base articles, documentation, and standard operating procedures.

- Collaborate effectively with global IT teams and business stakeholders.

- Educate end users on self-service tools and best IT practices.

- Participate in rotational shifts, including weekend support, as part of the global service desk operations.

📌 Global Service Desk Analyst (Gurugram)
🏢 FSP Solutions
📍 Gurugram