Service Desk Analyst

Essential

• Good understanding of Windows 11 enterprise environment and UI (User profile, email configuration, Appl installing)
• 2-4 year’s hands-on experience with office productivity tools like Word, Excel, PowerPoint and Outlook
• Basic understanding of MS networking setup and configuration for PCs (DHCP, DNS, IP configuration)
• 1-2 years’ experience of managing Active Directory environment (Password reset, User profile changes, Apps/Patch distribution WSUS, SMS etc.)
• 1-2 years’ experience with international service desk and remote support tools (RDP, GTA, PCAnywhere etc.)
• Basic knowledge of ITIL framework (V3.0 foundation would be added advantage)
• Clear understanding of Network and Server fundamentals.
• Logical frame of mind to articulate and troubleshoot new issues.

Preferred

• Experience in supporting enterprise applications like Oracle EBS will be added advantage
• Knowledge of installing and support of Studio.Net, Visio would be added advantage
• Working with ServiceNow
• Working with Mac OS

Behavioral Skill Sets

• Excellent verbal and written communication
• Ability to execute assigned tasks independently and work as team player
• Ability to follow work process completely and correctly
• Document and enhance efficiency and user experience for work processes

Responsibilities

• Attending IT service desk calls and following appropriate procedures
• Providing Level – 1 & 2 technical support around Windows, Office, VPN, Telephony, Server infrastructure, Enterprise applications etc.
• Follow and create knowledge articles to document resolutions.
• Proactively monitor key parts of infrastructure and provide initial troubleshooting support.
• Ensure user satisfaction
• Working in 24x7 Environment.