IT Service Desk Analyst - Hybrid

The IT Service Desk Analyst is responsible for providing customer-centric, results-oriented technical support to Cielo employees. This position provides first level support both remotely and face-to-face to our internal customers across their region, as well as the other regions around the globe. The IT Service Desk Analyst provides excellent service, is highly responsive to customer requests and has a strong understanding of the client program/team needs within their service area.

Work Location: Gurgaon
Work Arrangement: Hybrid (3 days in a week)
Work Schedule: APAC 1st Shift (11 AM - 8 PM IST)
Specific requirements: Minimum of two or more years’ IT experince.

Duties and Responsibilities

• Independently addresses and resolves incidents and requests; logs all incidents and requests in a Help Desk ticketing system.
• Installs, troubleshoots, maintains and modifies end-user computer systems.
• Recommends hardware and software additions or changes; identifies process improvement opportunities.
• Provides individual and group instructions, as needed, on the use of equipment and software and on network features.
• Assists with employee onboarding, updates and termination activities.
• Creates documentation for Help Desk processes and procedures.
• Assists with special projects as assigned.
• Ensures a positive end-to-end customer experience and provides a single point-of-contact for the customer.
• Ensures reported security and privacy incidents are identified and handled in a timely manner.
• Keeps all Service Desk operations compliant with InfoSec and Privacy policies.