IT Support / Service Desk Analyst

Location: Kondapur, Hyderabad
Employment Type: Full-Time
Work Mode: Onsite
Job Summary:
We are seeking a skilled and customer-focused IT Support / Service Desk Analyst to join our team in Kondapur, Hyderabad. The ideal candidate will have experience providing technical support for desktop systems, laptops, mobile devices, hardware, software, and Microsoft Office products.
This role requires strong troubleshooting skills, excellent communication abilities, and a proactive approach to resolving technical issues in a fast-paced environment.
Key Responsibilities:
Provide first-level and second-level technical support for end users
Troubleshoot and resolve hardware, software, and system-related issues
Support desktop computers, laptops, printers, and mobile devices
Install, configure, and maintain computer systems and applications
Provide support for Microsoft Office products including Outlook, Excel, Word, and Teams
Manage and resolve tickets through the service desk/ticketing system
Diagnose and escalate complex technical issues when required
Assist users with account setup, password resets, and access-related issues
Perform system updates, software installations, and basic network troubleshooting
Maintain accurate documentation of incidents, requests, and resolutions
Ensure timely response and resolution to support requests while maintaining high customer satisfaction
Requirements
3+ years of experience in IT Support, Service Desk, or Help Desk roles
Experience supporting desktops, laptops, mobile devices, and related hardware
Strong knowledge of Windows operating systems and Microsoft Office products
Experience with troubleshooting hardware and software issues
Familiarity with ticketing systems and IT support processes
Strong analytical and problem-solving skills
Good written and verbal English communication skills
Ability to work independently and manage multiple tasks effectively
Preferred Qualifications
Experience with Active Directory, Office 365, or Microsoft environments
Basic understanding of networking concepts and remote support tools
Exposure to ITIL processes or service management practices
Experience supporting users in enterprise environments
Soft Skills
Strong customer service orientation
Excellent communication and interpersonal skills
Detail-oriented and organized
Ability to work under pressure in fast-paced environments
Team player with a proactive attitude
Strong time-management and multitasking abilities

Work arrangement
No