Looking only immediate joiners

Experience: 2-3 years

Service Desk (SD) Support:

Serve as the first point of contact (L1) for IT support via Email, ITSM Ticketing Tool, Microsoft Teams, and Phone.

Log, track, and resolve incidents and service requests while maintaining proper documentation.

Perform basic troubleshooting as per SOPs and attempt first-contact resolution (FCR) for user-reported issues.

Escalate complex issues to L2 support, Desktop Support, Local MSP, or Application Support as required.

Assist with user account administration (Active Directory, MFA, Entra ID, Office 365).

Provide support for password resets, access issues, and account unlocks.

Perform remote OS installations for new desktops/laptops.

Troubleshoot software installation and basic application issues (Windows, MAC, Office 365).

Support backup and restoration of user files.

Assist in Major Incident Management (MIM) following defined escalation processes.

Generate service desk reports, trend analysis, and performance metrics.

NOC Monitoring & Incident Management:

Monitor IT infrastructure (servers, networks, storage, cloud services) using approved tools.

Acknowledge alerts, perform initial triage, and attempt first-level resolution as per SOPs.

Categorize and prioritize incidents based on ITIL best practices.

Escalate unresolved critical issues to L2 support, Service Tower Lead, or Incident Manager.

Perform daily health checks, system monitoring, and proactive maintenance.

Assist in root cause analysis (RCA) and issue resolution.

Coordinate with third-party vendors for incident resolution.

Maintain IT asset management, software deployment, and hardware lifecycle tracking.

Generate reports and dashboards for system health, uptime, and performance trends.