Service Desk Analyst - II

• Helpdesk Ticket Triage, Queue Management, Incident Resolution, Project tasks closure within timelines
• Provide Remote End-user technical support including installation for hardware / software & peripherals
• Provide support/guidance to end-users related to O365 applications
• Ensure the required IT Security and patch levels are met and maintained pertaining to SCCM / anti-Virus & Web Filtering on Servers & PC’s.
• Provide support for mobile devices including iOS and Android based phones and tablets
• Triage and resolve MFA related issues, ensure users are enabled for MFA as appropriate
• Troubleshoot & resolve hardware issues relating to infrastructure and client equipment, wherever applicable
• Use of monitoring tools to proactively identify and respond to issues with the infrastructure, including but not limited to a) Servers b) Backups c) Network devices d) Bandwidth utilization e) Network performance/availability

Technical Skills

• Knowledge of Autopilot, MDM etc. Knowledge of device deployment and management solutions
• Office365 (including but not limited to office apps, Teams, ODFB, Power BI)
• EndPoint (Systems & Mobile Phones) Technical trouble shooting and problem-solving skills
• IT Security Tools: Familiarity with various security tools and best practices
• Active Directory: Experience with managing and troubleshooting Active Directory

Non-Technical Skills

• Oral & Written communication skills to effectively communicate with end-users in clear, understandable and concise non-technical terms
• Ability to write technical documentation
• Flexible/adaptable
• Customer Service Focused

Professional Experience

• At least 3 years’ experience in a related role

Certifications (Good to have)

• Microsoft certification – MCSE, MTA etc.
• A+ or equivalent Understanding of computer and server hardware
• ITIL
• ServiceNow or other cloud-based Help Desk system
• Use of remote troubleshooting tools e.g., Zoho
• Azure Basics

Disclaimer
The information about this job description given above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.