Company Overview :

Krazy Mantra HR Solutions Pvt. Ltd. is a leading HR solutions provider, specializing in talent acquisition and management across diverse industries. We partner with organizations to build high-performing teams and drive business success. Our commitment to innovation and client satisfaction has established us as a trusted partner in the HR landscape.

Role Overview :

As an IT Service Desk Analyst, you will be the first point of contact for all IT-related issues, providing technical support to internal users and ensuring the smooth operation of our IT infrastructure. You will work closely with other IT teams to resolve incidents, fulfill service requests, and contribute to the continuous improvement of our IT services. Your role is crucial in maintaining user productivity and minimizing disruptions to business operations.

Key Responsibilities :

- Provide first-level technical support to end-users via phone, email, and in-person, resolving hardware, software, and network issues promptly to minimize downtime.

- Troubleshoot and resolve issues related to Windows operating systems, Active Directory, VPN connectivity, and other IT infrastructure components, ensuring efficient and effective solutions.

- Manage and maintain user accounts and permissions within Active Directory, adhering to security policies and access control procedures.

- Install, configure, and maintain desktop and laptop computers, printers, and other peripherals, ensuring optimal performance and compatibility.

- Document all support interactions and resolutions in the ticketing system, maintaining accurate records and facilitating knowledge sharing.

- Escalate complex issues to higher-level support teams, providing detailed information and collaborating on solutions to ensure timely resolution.

- Contribute to the development and maintenance of IT documentation, including knowledge base articles and standard operating procedures, to improve self-service capabilities.

- Participate in IT projects and initiatives, providing technical expertise and support to ensure successful implementation.

Required Skillset :

- Demonstrated ability to troubleshoot and resolve hardware, software, and network issues in a Windows environment.

- Proven experience in managing user accounts and permissions within Active Directory.

- Strong understanding of networking concepts and communication protocols (TCP/IP, DNS, DHCP).

- Familiarity with VPN technologies and remote access solutions.

- Knowledge of ITIL framework and best practices for IT service management.

- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

- Ability to work independently and as part of a team, prioritizing tasks and managing time effectively.

- Bachelor's degree in Computer Science or a related field is preferred.