IT Analyst

Infinite Computer Solutions Ltd.

632 , Pakistan

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Posted 3 hours ago Report Job

We are looking for a dedicated and customer-oriented Service Desk Engineer to join our team, providing multi-tiered IT support to end users based in Hyderabad or Noida. This role operates within a 24x7 rotational shift model, supporting hybrid, remote, and onsite work environments. The ideal candidate will have between 2 to 7 years of experience and be comfortable working night shifts and weekends to ensure uninterrupted service coverage. Strong IT support skills, excellent communication, and the ability to troubleshoot a wide range of technical issues efficiently are essential for success in this position.

Key Responsibilities

Assist end users by guiding them through self-help tools to resolve basic software and hardware issues independently. Manage incident and service request reporting by ensuring timely and accurate logging, categorization, and tracking until resolution. Support password reset tools and account recovery processes to maintain secure user access.

Respond promptly to “how-to” queries and fulfill routine service requests such as password resets, account unlocks, VPN connectivity, and troubleshooting issues related to Microsoft Teams and Outlook. Handle escalated incidents requiring specific application knowledge or advanced troubleshooting techniques. Perform diagnostics and provide remote support for complex technical problems.

Coordinate with field services for part ordering and desk-side visits in line with client policies. Maintain thorough documentation of incidents and escalate unresolved issues to Level 2 support when necessary. Create and update Standard Operating Procedures (SOPs) and user guides to enhance support efficiency and knowledge sharing.

Required Qualifications

Bachelor’s degree in IT, Computer Science, or a related field, or equivalent professional experience. Between 2 and 7 years of relevant experience in IT support or service desk roles. Strong understanding of Windows operating systems, basic networking concepts, and enterprise applications.

Familiarity with IT Service Management (ITSM) platforms such as ServiceNow. ITIL Foundation certification or equivalent knowledge is preferred. Experience with remote desktop tools and diagnostic utilities is essential. Excellent verbal and written communication skills in English are required, along with strong problem-solving and analytical abilities.

Candidates must be willing to work in a rotational shift schedule, including nights and weekends, to support continuous service availability.

This position offers the opportunity to work in a dynamic IT environment supporting critical business operations. The role provides exposure to a broad range of technologies and the chance to develop both technical and customer service skills in a fast-paced, 24x7 support setting. The hybrid work model offers flexibility while ensuring essential onsite presence as needed.