Technical Helpdesk Analyst
7 days ago
About JK Network Services
">JK Network Services is a global leader in business process, consultancy, and information technology services, helping organizations achieve their goals through innovative solutions and expertise.
">Job Overview
">We are seeking an experienced Technical Helpdesk Analyst to join our team as a Service Desk Analyst. As a key member of our support team, you will be responsible for providing technical assistance to end-users via phone, email, and chat.
">Key Responsibilities
">- Provide L1 technical support for IT-related queries via phone, email, and chat.
- Troubleshoot hardware, software, and network issues for end-users.
- Log, track, and escalate tickets using ITSM tools (e.g., ServiceNow).
- Reset passwords, manage user access requests, and ensure security compliance.
- Collaborate with L2/L3 teams for complex issue resolution.
- Maintain a knowledge base and document troubleshooting steps.
- Provide remote desktop support and guide users through troubleshooting steps.
- Ensure SLA (Service Level Agreement) compliance and timely issue resolution.
Requirements
">- At least 1 year of experience in IT Service Desk, Helpdesk (Hardware and Software).
- Strong knowledge of Windows OS, MS Office, Outlook, and Active Directory.
- Experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent.
- Ability to work in Shifting Schedule.
- Willingness to work ONSITE.
What We Offer
">We offer a competitive salary package, comprehensive training programs, and opportunities for career advancement.
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