Service Desk Associate Job in Gurgaon at Hatch Ltd.

Hatch is hiring for the role of Service Desk Associate:

Responsibilities of the Candidate:

• Provide technical support to end-users in local offices and to remote offices daily, including PCs, telephones, mobile phones, network equipment and other IT services;
• Respond to service requests and incidents from customers and users via telephone, email, chat, or web portal;
• Prioritize and manage service support requests in line with expected service levels targets;
• Escalate complex or unresolved problems to the appropriate level of support;
• Setup, oversee & teardown corporate events
• Monitor and update the service delivery system for assigned tickets and assigned locations and/or projects;
• Must be able to deploy image and software to computers locally and remotely;
• Preparing and providing support documentation, including procedural documentation when required, including providing user and group training as required;

Requirements:

• College diploma or degree with experience in desktop/technical support in a Microsoft Windows network environment.
• Ability to support HP laptop/desktop computers, peripherals, Ricoh, Canon, HP multi-function printers and other computer hardware.
• Knowledge of engineering software such as Autodesk, ESRI and Bentley products, is a clear advantage, but not required;
• Familiarity with standard Service Desk software and a good knowledge of remote user support;
• Excellent understanding of Microsoft products, including MS Office 365, Teams, SharePoint, OneDrive is required;
• Application Support for Adobe Acrobat, Bluebeam, and other current and new applications that exist within the organization;
• In-depth knowledge of Windows Active Directory User and Computer Administration; MS Intune, SCCM, Microsoft Exchange and 365 Admin;
• Experienced in handling Events, Live Meetings, Webinars and corporate events using MS Teams, WebEx or Zoom Video or similar platforms;
• Exposure to IT Service Management and delivery systems, e.g. Zendesk, ServiceNow, Remedy; Jira;
• Strong analytical, problem solving and troubleshooting skills;
• Ability to function well in a team environment; work independently as needed;
• A+, Network +, Security + or MCP certifications are an asset
• Strong customer focus skills;
• Strong oral and writing proficiency in English is mandatory;
• Minimum two-year relevant experience working in a similar corporate service desk technical support role;
• All candidates must have legal authorization to work without employer sponsorship and ability to travel if necessary;