Analyst I, IT Service Desk
- Aditya Birla Sun Life
- 3 to 7 Yrs
- Hyderabad
- 3 months ago
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Job Description
- As an Analyst, IT Service Desk at CommScope in Hyderabad, your role will involve providing first-level technical support through chat, phone, email, and remote assistance for various IT-related issues such as workstation hardware, software, mobile devices, network connectivity, and audio/video conferencing systems. You will be responsible for account administration, software installation, routine IT tasks, resolving basic technical issues, and escalating complex problems when necessary. Your key responsibilities will include: - Delivering 24x7x365 IT support and working in rotating shifts - Diagnosing and troubleshooting hardware, software, network, and application-related issues - Managing user accounts, permissions, and access control - Leveraging ITIL best practices for incident and request management - Utilizing Service Desk tools like ServiceNow, Cisco Finesse, and Bomgar for ticketing and resolution tracking - Documenting service requests and resolutions in the ticketing system - Supporting critical incidents, automation initiatives, and process improvements - Assisting with onboarding new users, training, and Service Desk knowledge management - Participating in problem management, audits, reporting, and quality control efforts - Ensuring customer satisfaction through effective communication and problem-solving Qualifications Required for Consideration: - Bachelors Degree, preferably with 3+ years of experience in IT support or help desk environments - Experience in IT troubleshooting (hardware, software, networking, mobile devices) - Familiarity with Service Desk and ticketing systems (e.g., ServiceNow, Bomgar) - Strong communication skills, critical thinking, and customer-focused problem-solving - Understanding of Windows OS, Active Directory, endpoint management, and workstation support tools - ITIL Foundation certification (preferred) and experience following ITIL best practices - Ability to work independently and collaboratively in a global IT support team - Flexible shift rotations to maintain 24x7x365 service coverage You will excite us if you have hands-on IT support experience, ticketing tool experience, strong analytical & reporting skills, and excellent communication. CommScope is dedicated to delivering connectivity that empowers how we live, work, and learn. With expertise in copper, fiber, and wireless infrastructure, CommScope's global clients rely on the company to outperform today and be prepared for tomorrow's needs. If you are looking to grow your career alongside forward-thinking, hardworking, and caring individuals who strive to create what's next, come connect to your future at CommScope.,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Analyst I, IT Service DeskContact Details:
Company: CommScopeLocation(s): Hyderabad+ View Contact
Keyskills: Service Desk ticketing systems communication skills critical thinking Windows OS Active Directory
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