IT Service Desk Analyst - Hybrid at Celo

Gurugram, Haryana, India

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Talent Acquisition, Human Resources, IT ServicesIndustries

Requirements

University degree, preferably in Computer Science, Information Technology, or related field (or equivalent combination of education and experience)
Minimum of two or more years’ IT experience
Previous experience working in an IT level one support role
Ability to manage, maintain, troubleshoot, and support users, equipment, software, and services
Strong mobile computing hardware experience
Experience with VoIP Phone systems
Excellent English and communication skills, both oral and written
Effective interpersonal skills, conveying a positive, collaborative, and professional image toward peers, management, and customers
Ability to work in a self-directed manner as needed
Extensive knowledge of Microsoft Windows and Microsoft Office components
Capable of imaging, deploying, and troubleshooting laptops

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

Skills

Key technologies and capabilities for this role

IT Service DeskTechnical SupportCustomer ServiceRemote SupportFace-to-Face SupportIncident Resolution

Questions & Answers

Common questions about this position

What is the work arrangement for this position?

The role is hybrid, requiring 3 days in the office per week, with the work location in Gurgaon and an APAC 1st Shift schedule from 11 AM to 8 PM IST.

What experience is required for the IT Service Desk Analyst role?

A minimum of two or more years of IT experience is required.

What are the main responsibilities of this position?

Responsibilities include addressing and resolving incidents and requests via a Help Desk ticketing system, installing and troubleshooting end-user computer systems, assisting with employee onboarding, and ensuring a positive customer experience.

What is the company culture like at Cielo?

Cielo emphasizes accelerating careers, working with smart people, taking ownership of success, and providing customer-centric, results-oriented support in a global environment.

What makes a strong candidate for this role?

Strong candidates will have at least two years of IT experience, strong customer service skills, the ability to work independently, and responsiveness to global internal customers in a hybrid setup.