Job Description
Job Description
Job Title: Service Desk Analyst/ Help Desk
Location: Plymouth, MA (Onsite)
Job Type: Contract
Job Duration: Long-Term
What's this role about?
- Service Desk for US Client.
- 2-3 years of Phone/Customer support experience Mandatory with excellent communication skills
- 2-3 years of Windows Technical Service desk experience is necessary
- knowledge Windows 11 and basics of Windows Server
- Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.,
- ITSM ticketing tools such as Ivanti, ServiceNow etc.,
- User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
- Remote desktop connectivity applications, Windows end point support
- MS Office Suite and application support
- Web Application, VPN knowledge
- Administer and provide User account provisioning.
- Support desktops, laptops, thin clients, printers, scanners, and peripherals
- Install, configure, and update banking-approved software
- Follow all internal controls and policies
- Assist in password resets, MFA support, and identity/access management requests.
- Identify and report suspicious activity or potential security threats
- Maintain a strong focus on data privacy and cybersecurity best practices
- Document solutions and create user guides/knowledge base articles
- Responsible for installing desktop applications and software
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions
- Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Route problems to internal 2nd level IT support staff.
- Highly self-motivated with keen attention to detail
We also want you to have knowledge on:
- Ticket Management
- Customer Satisfaction
- First Call Resolution
- Create SOP and Knowledge Base articles for top call generators.
Required Skills & Qualifications
- Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).
- 2–3 years of experience in IT service desk or technical support role.
- Experience supporting a bank or financial services environment (preferred).
- Basic and Above Average knowledge of:
- Windows OS & Microsoft 365
- Active Directory / Azure AD
- VPN & MFA
- ITIL framework
- Excellent communication, customer service, and problem‑solving skills.
- Ability to work in a fast-paced, highly regulated environment.
Educational requirement:
- Graduate and preferably BCA or any other Technical Field.
- Excellent Communication Skills (Written/Verbal)
- Exceptional customer service orientation
- Excellent communication skills, both written and verbal
- Disciplined, systematic problem-solving skills required.
Vishnu jaiswal
Direct: (703) 652-2522 | vishnu@inficaretech.com
linkedin.com/in/vishnu-jaiswal-a45133107