Analyst II Service Desk
GamblingCareers.com · Hyderabad, Telangana, India
- On site
- Full-time
- $75,000 / year
- Hyderabad, Telangana, India
Job highlights
- Provide first/second-level technical support.
- Troubleshoot hardware, software, and network issues.
- Document all support interactions in ServiceNow.
- Assist with user account management.
- Stay current with IT trends.
About the role
Service Desk Analyst II
GamblingCareers.com is seeking a dedicated and skilled Service Desk Analyst II to join our IT team. This role is crucial for providing essential technical support to our internal users, ensuring smooth and efficient operations.
Key Responsibilities
- Provide first and second-level technical support to internal users via phone, email, chat, or in-person.
- Diagnose and troubleshoot hardware, software, and network issues.
- Document all support interactions, including the nature of the issue and the resolution steps taken, in the Service Now ticketing system.
- Escalate unresolved issues to appropriate internal teams or external vendors for further investigation and resolution.
- Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals.
- Collaborate with other IT teams to identify and implement process improvements and best practices.
- Assist with user account management tasks, including account creation, modification, and termination.
- Provide training and guidance to users on basic IT procedures and best practices.
- Take ownership and responsibility of an issue from start to a successful resolution.
- Stay current with emerging technologies and trends in the IT industry.
Qualifications
- High school diploma or equivalent; Bachelor’s degree in Information Technology or related field preferred.
- 5 years of experience in a technical support role, preferably in a corporate environment.
- Strong knowledge of Microsoft Windows operating systems, JAMF, and Microsoft Office suite.
- Familiarity with basic networking concepts, including TCP/IP, DNS, DHCP, etc.
- Excellent problem-solving skills and attention to detail.
- Works under minimal supervision and frequently works independently.
- Ability to prioritize tasks and manage time effectively in a dynamic environment.
- Strong interpersonal and communication skills, both verbal and written.
- IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
- Clearly documents client issue to ensure problem is clearly understood by others.
- Can resolve more complex and critical issues without supervision and occasionally takes the lead on directing and resolving these issues.
- Will document root cause and resolution of more complex issues to enhance overall knowledge level of team.
Key skills/competency
- Service Desk Support
- Technical Troubleshooting
- Ticketing Systems (ServiceNow)
- Hardware and Software Support
- Network Fundamentals
- User Account Management
- IT Process Improvement
- Customer Service
- Problem-Solving
- IT Certifications
Skills & topics
- Service Desk Analyst
- Technical Support
- IT Support
- Help Desk
- Windows OS
- JAMF
- Microsoft Office
- Networking
- Troubleshooting
- ServiceNow
How to get hired
- Tailor your resume: Highlight your 5+ years of technical support experience, specific skills in Windows, JAMF, and Microsoft Office, and any relevant IT certifications.
- Showcase problem-solving: Emphasize your ability to diagnose and resolve complex issues, your attention to detail, and your independent work ethic in your application.
- Demonstrate communication skills: Prepare to discuss your experience in providing user guidance and documenting client issues clearly and effectively during the interview process.
- Understand the role: Familiarize yourself with IT support best practices and the responsibilities outlined for a Service Desk Analyst II at GamblingCareers.com.
- Prepare for technical questions: Be ready to answer questions about troubleshooting common hardware, software, and network problems.
Technical preparation
Master Windows OS and Office Suite.,Practice JAMF administration and troubleshooting.,Review networking basics: TCP/IP, DNS, DHCP.,Familiarize with ServiceNow ticketing system.
Behavioral questions
Describe a complex issue you resolved.,How do you prioritize urgent tasks?,How do you handle user frustration?,How do you stay updated on tech trends?
Frequently asked questions
- What are the key technical skills required for the Service Desk Analyst II role at GamblingCareers.com?
- The Service Desk Analyst II at GamblingCareers.com requires strong knowledge of Microsoft Windows operating systems, JAMF, and the Microsoft Office suite. Familiarity with basic networking concepts like TCP/IP, DNS, and DHCP is also essential. Experience with ticketing systems like Service Now is critical for documenting issues and resolutions.
- What is the expected level of experience for a Service Desk Analyst II at GamblingCareers.com?
- GamblingCareers.com is looking for candidates with a minimum of 5 years of experience in a technical support role. Experience in a corporate environment is preferred, and the ability to work independently and resolve complex issues with minimal supervision is highly valued.
- Are IT certifications necessary for the Service Desk Analyst II position at GamblingCareers.com?
- While not strictly mandatory, IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are considered a plus for the Service Desk Analyst II role at GamblingCareers.com. They can help demonstrate a strong foundational knowledge in IT support.
- How does GamblingCareers.com handle the escalation of complex IT issues for the Service Desk Analyst II?
- For the Service Desk Analyst II role at GamblingCareers.com, unresolved issues are escalated to appropriate internal IT teams or external vendors. The analyst is expected to document the root cause and resolution of complex issues to improve team knowledge.
- What kind of documentation is expected from a Service Desk Analyst II at GamblingCareers.com?
- A Service Desk Analyst II at GamblingCareers.com is expected to meticulously document all support interactions in the Service Now ticketing system. This includes detailing the nature of the issue, the steps taken for resolution, and the root cause for complex problems to build team knowledge.
- What is the work environment like for a Service Desk Analyst II at GamblingCareers.com?
- The Service Desk Analyst II at GamblingCareers.com works under minimal supervision and often independently. The role requires the ability to prioritize tasks and manage time effectively in a dynamic environment, providing both direct support and process improvement contributions.