Analyst IT

Overall Responsibilities:

• Logging all relevant incident/service request details, allocating categorization and prioritization codes
• Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution
• Resolving incidents/service requests when first contacted whenever possible
• Handling user calls
• Provides user guidance by remote control support software to the end-user community on hardware, software, and network-related problems, questions, and use
• Responsible for the configuration, maintenance, and troubleshooting of end user computing devices, related applications, and peripherals (including desktops, laptops, mobile devices, workstation operating systems, and related network)
• Follow the onboarding and offboarding process to ensure the smooth transition of new hires and leavers
• Work with senior staff and other groups to resolve technical problems
• Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis
• Follow set policies and procedures when assisting users to ensure proper handling of requests
• Contribute knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support
• Deliver regular, ongoing preventative maintenance activity to desktop applications and hardware
• Work with simple to moderately complex Active Directory functions such as file share rights, manage permissions on the security groups, access of O365 applications
• Coordinate with other IT teams to complete project-related tasks
• Work on other SOP-driven tasks like Access modification on Mailbox, email forwarding, VDI Access, VDI Reset etc.
• Completing other duties as assigned outside of normal workload
• Work in 24x7 rotational shift to provide support and resolve remote support tickets

Knowledge and Skills:

• Minimum 3-5 years of relevant experience
• Excellent troubleshooting and critical thinking skills
• Be ready to work in rotational shifts (24*7)
• Strong conceptual skills
• Good communication skills
• Good team player
• Working experience on

  ManageEngine Desktop Central

  for desktop/laptop patching
• Experience on bulk deployment from

  SCCM

  ,

  Endpoint

  , or any 3rd party tool
• Basic understanding of

  Windows domain environment

  and experience on

  AD user provisioning

• Working experience on level 1 administrative tasks on

  O365

  (email account, DL creation, modification etc.)
• Working knowledge of standard desktop software and functions (e.g., antivirus, encryption, browsers, plug-ins, audio/video functionality)
• Troubleshooting experience of

  MS Office Suite

  :

1. Familiarity with all MS Office applications being used in office
2. Ability to identify MS Office related issues
3. Ability to provide all relevant information to the specialist team
4. Good understanding of different add-ins and plugins

• Working knowledge of

  Windows OS

  :

1. Understand different features of Windows
2. Identify Windows-related issues
3. Document issues clearly with complete details for escalation if needed

Work Conditions:

• All specific company policies to apply without exception
• Compulsory adherence to

  ISO/IEC 27001:2013

  guidelines

Qualification & Attributes:

Experience:

• Minimum 35 years of relevant experience
• BPO F&A experience, preferably voice process for U.S. and U.K. markets
• Good English communication skills, both written and verbal
• Proficiency and accuracy in high-volume data entry and use of

  Microsoft Excel

  and

  Outlook

• Knowledge of

  Windows Troubleshooting

  ,

  Office 365 Administration

  , and

  ITSM tools

  (preferably ServiceNow)

Education:

• Graduate in any stream

Good to Have:

• ITIL V4 Foundation certification

Personal Attributes:

• Must be well-organized and able to juggle multiple tasks dynamic and action-oriented, meets deadlines and makes it happen
• Ability to build and maintain relationships and work confidently with people at all levels
• Enthusiastic and approachable personality
• Excellent communicator (written and verbal) with the ability to earn trust and credibility
• Demonstrates a high degree of confidentiality
• Willingness to accept responsibility and make decisions based on experience, education, and understanding of business/client needs