Job Description
Job Summary
Job Description (JD) – Remote Desktop Support (RDS) Analyst
Job Title
User Access Management (UAM) Analyst
Role Summary
Provide first and second-level technical support for hardware, software, and network-related issues. Act as a primary point of contact for end users, ensuring timely resolution, SLA adherence, and high customer satisfaction.
Key Responsibilities
- Provide L1/L2 technical support via phone, email, chat, and ticketing tools.
- Troubleshoot hardware, software, and network-related issues.
- Log and manage incidents in tools like ServiceNow.
- Escalate complex issues to Internal L3 teams if required.
- Provide remote desktop support and application troubleshooting.
- Install and configure applications (MS Office, Outlook, Teams).
- Coordinate with internal teams and vendors for issue resolution.
- Maintain accurate documentation and follow SOPs.
- Support teams and follow up until closure.
- Work on value adding activities such Knowledge base update and self-development.
Required Skills
- Strong knowledge of Windows OS and Office 365
- Basic networking knowledge (VPN, connectivity issues)
- Experience with ticketing tools (ServiceNow)
- Good communication and customer skills.
- Understanding of ITIL processes (preferred)
Key Expectations
- Adherence to SLA timelines
- High First Contact Resolution (FCR)
- Strong documentation and ticket quality
- High customer satisfaction (CSAT)
Work Requirements
- Willingness to work in rotational shifts
- Open to Work from Office (WFO) as per business requirements
Key Responsibilities
Job Description (JD) – Remote Desktop Support (RDS) Analyst
Job Title
User Access Management (UAM) Analyst
Role Summary
Provide first and second-level technical support for hardware, software, and network-related issues. Act as a primary point of contact for end users, ensuring timely resolution, SLA adherence, and high customer satisfaction.
Key Responsibilities
- Provide L1/L2 technical support via phone, email, chat, and ticketing tools.
- Troubleshoot hardware, software, and network-related issues.
- Log and manage incidents in tools like ServiceNow.
- Escalate complex issues to Internal L3 teams if required.
- Provide remote desktop support and application troubleshooting.
- Install and configure applications (MS Office, Outlook, Teams).
- Coordinate with internal teams and vendors for issue resolution.
- Maintain accurate documentation and follow SOPs.
- Support teams and follow up until closure.
- Work on value adding activities such Knowledge base update and self-development.
Required Skills
- Strong knowledge of Windows OS and Office 365
- Basic networking knowledge (VPN, connectivity issues)
- Experience with ticketing tools (ServiceNow)
- Good communication and customer skills.
- Understanding of ITIL processes (preferred)
Key Expectations
- Adherence to SLA timelines
- High First Contact Resolution (FCR)
- Strong documentation and ticket quality
- High customer satisfaction (CSAT)
Work Requirements
- Willingness to work in rotational shifts
- Open to Work from Office (WFO) as per business requirements
Skill Requirements
Job Description (JD) – Remote Desktop Support (RDS) Analyst
Job Title
User Access Management (UAM) Analyst
Role Summary
Provide first and second-level technical support for hardware, software, and network-related issues. Act as a primary point of contact for end users, ensuring timely resolution, SLA adherence, and high customer satisfaction.
Key Responsibilities
- Provide L1/L2 technical support via phone, email, chat, and ticketing tools.
- Troubleshoot hardware, software, and network-related issues.
- Log and manage incidents in tools like ServiceNow.
- Escalate complex issues to Internal L3 teams if required.
- Provide remote desktop support and application troubleshooting.
- Install and configure applications (MS Office, Outlook, Teams).
- Coordinate with internal teams and vendors for issue resolution.
- Maintain accurate documentation and follow SOPs.
- Support teams and follow up until closure.
- Work on value adding activities such Knowledge base update and self-development.
Required Skills
- Strong knowledge of Windows OS and Office 365
- Basic networking knowledge (VPN, connectivity issues)
- Experience with ticketing tools (ServiceNow)
- Good communication and customer skills.
- Understanding of ITIL processes (preferred)
Key Expectations
- Adherence to SLA timelines
- High First Contact Resolution (FCR)
- Strong documentation and ticket quality
- High customer satisfaction (CSAT)
Work Requirements
- Willingness to work in rotational shifts
- Open to Work from Office (WFO) as per business requirements
Other Requirements
