Senior Service Desk Analyst

Job code: ATR-226

Objective of job :

To provide voice and email support to all IT users across Shareholder and Investment solutions.

Key Responsibilities

  • Act as a single point of contact for the users in the provision of first line support
  • Log tickets, Track the progress, update and close the tickets as per the status
  • Handle voice calls and email requests from users.
  • Work closely with L2/L3 teams to deliver speedy resolution of incidents reported.
  • Perform first level of support including basic troubleshooting activities in Microsoft Operating systems for desktop and laptops, MS Office applications including Outlook, Microsoft Active Directory User Management, etc.
  • Remote into users workstation/laptop, whereever required to fix the issue as first line fix.
  • To operate in Technical Help Desk by working in 24 X7.
  • Undertake Konwledge transfer from peers on transition, new tasks and process changes
  • Periodical updation of Knowledge base and procedure documentation

Qualification & Skills


  • Basic Degree with a good track record. Preferable in engineering/technology
  • Excellent verbal and written communication skills in English.
  • Should have an overall 5+ years of experience in handing Technical Help Desk function.
  • Good knowledge of Microsoft Operating systems – Windows XP, Vista, Windows 7 and Windows 8
  • Good knowledge on MS Outlook
  • Exposure to Microsoft Active Director tasks like User Creation, Modification, Group creation, etc.
  • Good knowledge of Print Services, TCP/IP and Network connectivity.


  • Exposure to Ticketing tools.
  • Preferable ITIL Foundation Trained/Certified

Personal Traits

  • Excellent verbal and written communication skills in English.
  • Highly process orientated 
  • Desire to learn and ability to quickly implement learnings.
  • Troubleshooting skills
  • Should be a good team player, highly motivated and ambitious.
  • Willingness to work extended hours or away from home base when required.


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