Help Desk Support Analyst I

About your role: You will report toHelp Desk Analyst, Operations for our Mumbai office You will be based in Delhioffice and provide Tier I & Tier II support in a high volume capacity responding to calls among a small team. The Global IT Team will support you. How your day will unfold: Escalation Management (25% of time): Leverage Endpoint Manager/Autopilot Escalate priority support issues to senior staff and/ or corporate technology groups Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently Maintain a positive working relationship with business lines and other departments Networking & Troubleshooting (50% of time): Prioritize and schedule work as necessary to maintain department service level agreements Maintain and monitor department mailbox Update and maintain cases in a timely fashion PC hardware and software procurement Basic networking skills and troubleshooting Wireless and remote connectivity troubleshooting Works within a small or large systems team and contributes independently Understands roles and responsibilities within the team Technical Documentation (25% of time): Writes clear and concise technical documents. Enhances team productivity by helping others Provides technical supervision on small projects Working well with both internal and external group teams Qualifications and Requirements we seek: Education: You have a Bachelor s degree in IT, Computer Science, engineering or relevant field Experience: Youhave 2+years of relevant, full-time work experience in theapplication support, supporting users in a remote/help desk environment Experience in endpoint/workstation experience - Dell preferred Experience in support Windows 10/11 in a corporate environment Experience in support MS Outlook Experience in support MS o365 suite desktop/web apps Experience in Azure/Endpoint Manager experience Must be team oriented and possess strong oral and written communication skills. Able to prioritize and multi-task effectively while working in a fast-paced, demanding environment Strong analytical and troubleshooting skills Certifications are a plus - Microsoft preferred Languages: Full fluency in English requiredand second language preferred Requirements: Existing work authorization isrequired where this position.WRI is unable to authorize visa work authorization