End User Support Analyst, Specialist (Service Desk lead)

About the role

We’re looking for someone who solves complex issues, shares knowledge, and elevates the team. The ideal Technical Support professional with at least two years of experience who thrives on resolving complex and escalated issues while delivering an exceptional client experience. This role combines advanced troubleshooting, strong client relationship management, knowledge creation, and peer coaching to strengthen the entire support team.

What you'll do

• Provides intermediate level technical support to address end user issues such as implementation, configurations, control, maintenance, troubleshooting, security
• Resolves moderately complex technical troubleshooting issues to ensure end user productivity
• Provides consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity
• Creates and maintains knowledge-based articles, procedures, and training for support areas and crew
• Maintains an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards

What you need

• 3–6 yrs of experience
• Troubleshooting
• Windows
• Client relationship
• B.Tech or B.E.

Good to have

• ServiceNow