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Service Desk Analyst

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

India

Offer summary

Qualifications:

2+ years of experience in technical support, Understanding of operating systems and software, Proficient in Microsoft Office applications.

Key responsabilities:

Provide first-point IT assistance to users
Handle calls, emails, and chats effectively
Perform hardware and software asset management
Participate in knowledge management processes
Accurately log all service desk tickets

McGraw Hill Edtech: Education + Technology Large https://www.mheducation.com/

1001 - 5000 Employees

See more McGraw Hill offers

Job description

Overview

Build the Future

Our Global Technology Solutions (GTS) team provide our global business the tools, the technology, and the expertise so that we can continue to deliver market-leading educational solutions to our customers. Due to continued business success, we are expanding our team across India, and have several exciting positions available. Supporting our users across our global business, we have a new opportunity for a Service Desk Analyst. Bring your unwavering dedication and together, we’ll deliver work that matters.

Your impact on the team

As our Service Desk Analyst, you will be first point of contact for users requiring IT assistance - responsible for providing technical support and ensuring a high level of customer service. You will work with other IT teams to escalate and resolve complex issues, contributing to the overall efficiency and effectiveness of the IT service desk.

What can you expect from the position?

Fulfilling all incidents and requests routed to IT Service Desk, handling incoming calls, emails, and chats, and tracking all information in the ticketing system.
Provide technical support to troubleshoot basic end-user issues and handle user administration tasks.
Perform hardware and software asset management, ensuring accurate inventory and compliance with licensing agreements, and maintaining up-to-date records.
Participate in the knowledge management process to resolve tier 1 incidents.
Follow standard Service Desk operating procedures, accurately logging all Service Desk tickets using the defined tracking software, and escalate unresolved issues to the appropriate resolver group.

What are we looking for?

2+ years of experience in technical support or helpdesk roles.
Good understanding of operating systems and application software to provide high-level support.
Proficiency in using Microsoft Office applications for support, reporting, and documentation.
Ability to provide technical support over the phone, with excellent phone skills and a professional demeanor.
Strong problem-solving skills, with the ability to visualize and abstractly solve problems.

Why work for us?

Do you enjoy testing the limits of possibility? At McGraw Hill, our GTS team drive progress and help build the future of learning. If you have the passion, and can thrive in an innovative and agile environment, we want to hear from you.

48000