Is the Global Service Desk, 1st Line Service Analyst role at Keyloop remote?

The Global Service Desk, 1st Line Service Analyst role at Keyloop is an on-site position located in India (Hyderabad).

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Global Service Desk, 1st Line Service Analyst

KeyloopIndia (Hyderabad)2d ago

SalesforceJira

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Role Overview:

We are looking for a proactive and customer-focused IT Service Analyst to join our IT team.

The ideal candidate will be the first point of contact for users, providing support through the ticketing tool, phone calls, and on-site support. This role requires strong technical troubleshooting skills, excellent communication, and the ability to work in a fast-paced environment.

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 Employees

Troubleshoot and resolve issues related to:

o Network connectivity

o Windows OS

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

Basic Exchange administration tasks

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

Knowledge & Experience:

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

Skills & Abilities:

Aptitude and appetite for problem solving across a wide variety of technologies

Proficiency in troubleshooting Level 1 issues across network, OS, and applications.

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.

Why join us?

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.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.

Global Service Desk, 1st Line Service Analyst

Roles & responsiblities

Knowledge & Experience:

Explore Support

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