keyloop - Global Service Desk, 1st Line Service Analyst
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Requirements
• The role will report to Global Service Desk Manager • ## Roles & responsiblities • Provide IT support through multiple channels including email, chat, and • video calls to Keyloop employees along with on-site walkups. • Provide On-Site IT Support to Keyloop EmployeesTroubleshoot and resolve issues related to: • o Network connectivity • o Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, etc.) • o SaaS-based applications like Salesforce, Dhruva etc.Perform user account administration: • Active Directory user creation and management • Distribution list (DL) management • Proven experience in IT support or a similar role (1–3 years preferred). • Proficiency in troubleshooting Level 1 issues across network, OS, and applications. • Hands-on knowledge of Windows OS, Active Directory, Exchange basics, and • Microsoft 365 suite. • Experience in IT asset management and laptop imaging/wiping. • Experience on handling Windows 10 and 11 system. • Great record keeping and documentation skills. • Experience on working on ITSM Tools like ServiceNow, Jira, Halo etc • Willingness to learn new technologies • Display excellent levels of internal customer engagement • Service orientated in nature • Aptitude and appetite for problem solving across a wide variety of technologies • Basic understanding of IT operations, hardware, software, and network • fundamentals. • Strong communication and interpersonal skills. • Customer-oriented mindset with problem-solving abilities. • Ability to prioritize tasks and work independently or in a team. • Excellent verbal and written communication skills in English. • Likes to take on challenges. • Required to work from the office regularly. • ITILv4 foundation knowledge is desirable.
Responsibilities
• Manage IT assets including inventory, allocation, and lifecycle management. • Build, configure, and deploy laptops for new hires; perform system wipes and reimaging when required. • Document issues, solutions, and best practices in the knowledge base. • Collaborate with higher-level support teams for complex issues. • Ensure adherence to IT processes, policies, and security standards. • Manage IT operations across the entire office, ensuring a seamless and productive experience for all employees. · Ensure IT support tasks are completed in accordance with defined Service Level Agreements (SLAs). · Manage Audio-Visual (AV) equipment, providing support during meetings and events, and working with stakeholders to ensure availability and
Benefits
• We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way. • An inclusive environment to thrive • We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day. • Be rewarded for your efforts • We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration. • Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.
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