Analyst Global IT Service Desk

Job Description

Why Gainsight?. We are ranked #1 on Glassdoors 2023 Best Place to Work List. Heres why. At Gainsight, our mission is to be living proof you can win in business while being human-first. Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers"”all of which help increase product adoption, prevent churn, and grow renewals and expansions. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box. We have offices in the US, UK, Netherlands, Israel, Japan, and India. Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements. Gainsight has also been named one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine. With diversity and inclusion at the forefront of our values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age. Job Overview. Shifts:24*5 (Rotational Monthly). Week Off:2. Job Responsibilities. Participate in a 24x5 local(India) and global IT operations model. Implementation of team objectives and KPIs to drive performance, improving the experience and customer satisfaction levels. Implementation and delivery of new business or services, ensuring a smooth transition to the desk and swift progress to a "steady state". Updating and creating new How-to, SOP, and Technical SOP KB Articles. Ensuring conference/meeting room AVs are tested, configured and ready to go. Provide hands-on hardware troubleshooting and support for end-user applications. Track tickets to closure, ensuring they are properly tagged. Ready to learn and adapt to new tools. Must be knowledgeable about service desk systems and IT tools. Tools Proficiency:-. Helpdesk ITSM software, Operating Systems (MacOS(Most preferred), Windows and Linux). Google Workspace, Okta, Microsoft 365. Collaboration Tools Zoom, Slack, Microsoft Teams and Google Meet. Configure Network printers and scanners. First line troubleshooting of AV Conferencing Equipment, VoIP Phones like Polycom. Basic understanding of Identity and Access Management tools like OKTA or any. Eligibility Criteria. Education:Any Graduate (Engineering or IT graduate preferred). Experience:Max. 0 to 2 years of experience in ITES/Software support/telecom domain/Customer Care/Backend services/Tech support/live chat support. Knowledge of Computer Peripherals/Operating Systems(MacOS (Most preferred)), Windows and Linux. ITIL certified preferred. Excellent computer/ internet navigation skills. Persuasion, convincing, and efficient typing skills (30 wpm with 90% accuracy). Proficiency in verbal and written English/customer interaction. Should be able to work and co-ordinate in a team. Good Typing Skills (35 wpm with 90% accuracy). Why Youll Love It Here. Your job shouldnt stand in the way of your happiness"”it should be a path to achieve it. At Gainsight, were passionate about achieving our goals"”at the office and everywhere"”and we work every day to create an environment that nurtures our best selves. Gainsters love working here for several reasons. Here are a few:. Our Core Values:We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more here. Our CEO:With a 99% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley. Our Growth Opportunities:From mentoring to career development opportunities, were passionate about helping our Gainsters learn, grow and thrive. Our Teammate Resource Groups:A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all. Our Wellness Priorities:Monthly Recharge Days that re-energize us. Our Parody Videos:No explanation needed. Just watch them here!. About The Role : Summary. By joining the Gainsight team, youll have a unique opportunity to make your mark at a truly human-first company and have loads of fun doing it. Come join us!. Show more Show less