Technical Support Analyst - IT Service Desk

Overview

Aspire to Grow

Our Global Technology Solutions (GTS) team equips our global business with the tools, technology, and expertise to deliver market-leading educational solutions to customers worldwide. With our continued success, we are expanding across India and opening up exciting new opportunities. We are now looking for a Technical Support Analyst - IT Service Desk to join our growing team in Noida.

Your impact on the team

As our new Technical Support Analyst - IT Service Desk, you will be the first point of contact for users seeking IT assistance. You’ll play a critical role in delivering exceptional technical support and ensuring an outstanding customer service experience to our McGraw Hill Employees. Also partnering with other IT teams, you’ll help escalate and resolve complex issues while driving the overall efficiency and effectiveness of the IT service desk.

Shift Timings - We are looking for someone adaptable and open to working in rotational shifts with rotational weekly offs.

A typical day might include:

• Handling incidents and requests routed to the IT Service Desk, managing incoming calls, emails, and chats, while accurately tracking all information in the ticketing system
• Providing technical support to resolve basic end-user issues and managing user administration tasks
• Managing hardware and software assets, maintaining accurate inventory records, ensuring compliance with licensing agreements, and keeping data up to date
• Contributing to knowledge management by resolving Tier 1 incidents
• Following standard Service Desk operating procedures, logging all tickets accurately in the tracking software, and escalating unresolved issues to the appropriate resolver group
  
  

• A bachelor’s degree in a related field or equivalent practical experience
• 2-4 years of experience in technical/desktop support or IT helpdesk roles
• Solid understanding of operating systems and application software to deliver high-level support
• Proficiency with Microsoft Office applications for support, reporting, and documentation
• Strong ability to provide technical support over the phone with excellent communication skills and a professional demeanour
• Good to have experience on ServiceNow or with any ticketing tool