IT Analyst

Infinite Computer Solutions Ltd.

632 , Pakistan

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Posted 4 hours ago 7 views Report Job

We are looking for a dedicated and customer-focused Service Desk Engineer to join our team and provide comprehensive IT support to end users across multiple tiers. This role primarily involves Level 1 support, assisting users with basic software and hardware issues, enabling self-help tools, and conducting advanced diagnostics for escalated incidents. The position requires flexibility to work in a rotational shift pattern, covering 24x7x365, including nights and weekends. The role follows a hybrid work model based in Hyderabad or Noida.

Key Responsibilities
Assist and guide end users in utilizing self-help tools to resolve basic software and hardware problems. Support the efficient reporting and management of incidents and service requests. Facilitate password resets and account recovery processes using designated tools. Address “how-to” queries and fulfill routine service requests such as password resets, account unlocks, VPN connectivity, Microsoft Teams, Outlook issues, and basic troubleshooting. Log, categorize, and track incidents and requests through to resolution. Manage escalated issues requiring specific application expertise or advanced troubleshooting techniques. Perform diagnostics and provide remote support for complex incidents. Coordinate with field services for part ordering and desk-side visits in accordance with client policies. Maintain accurate documentation and escalate unresolved issues to Level 2 support as needed.

Required Qualifications
Bachelor’s degree in IT, Computer Science, or a related field, or equivalent professional experience. Two to seven years of relevant experience in IT support or service desk roles. Strong knowledge of Windows operating systems, basic networking concepts, and enterprise applications. Familiarity with IT Service Management (ITSM) platforms such as ServiceNow. Excellent verbal and written communication skills in English. ITIL Foundation certification or equivalent knowledge is essential. Experience using remote desktop and diagnostic tools. Ability to create and maintain Standard Operating Procedures (SOPs) and user guides. Strong analytical and problem-solving skills. Willingness to work in rotational shifts, including night shifts and weekends, to ensure continuous 24x7 support coverage.

This role offers the opportunity to work in a dynamic environment supporting critical IT services with a hybrid work model. Candidates who demonstrate a proactive approach to problem-solving and a strong commitment to customer service excellence will thrive in this position.