It Support Analyst

Summary/Objective The Desktop Support Analyst or will be responsible for giving Desktop and Application support to Company-wide users that includes software/application/tools and Network (L1 level) support. Responsibilities will include desktop support, application deployment, identify and isolate issues, corrective and troubleshooting approach with day-to-day administration to ensure consistent system availability, integrity, and security. Experience: 2 - 6 Years Candidate Location: Preferred from Delhi/NCR, Ghaziabad, Noida Education : Bachelors degree or equivalent Other Certification: Microsoft Certification Preferred No: of openings : 1 Industry Type : BPO Shifts: Rotational (All Shifts) Essential Functions Engineers, sets up, configures, deploys, maintains, monitors, and supports Desktop Software & Hardware. Responsible for server-side applications, including messaging, security, finance, payroll, database, web hosting, file, print, and others Well versed in Remote/Desktop support using remote tools Good knowledge of Helpdesk and Ticketing systems Need to build reports on MS Excel Responsible for system security Responsible for user account administration Troubleshoots and resolves server-side application issues and performance issues Recommends upgrades, patches, and new applications and equipment Researches, recommends, and implements best practices Maintains IT/MIS documentation Monitors server logs/performance Monitors Network channels Monitors back-end process and reports Has cross-functional responsibilities with Network Administrators and performs network administrator (L1 level) at duties as necessary Designs PC systems for use on the network and provides 2nd level PC support as needed. Performs other duties as assigned by manager Monitor applications on real time basis Send screenshots and remove call centre agents on wrong pause/AUX code, breaks, or lunch over the allotted time Manage service levels and give suggestions to Operations on removing/adding agents Run and send the MIS reports Alert agents on long calls by sending screenshots of the application Alert Ops Teams via chat by sending screenshots of the application Re-setting dedicated callbacks while following rules to complete such tasks Create a user/agent id on the application. Cater to agent skill requests. Campaign management Knowledge, Skills and Abilities Good knowledge of Excel for IT/MIS reporting Must have excellent verbal and written, English communication skills Expert knowledge of Microsoft Desktop Operating Systems Expert knowledge of Microsoft O365 Good Understanding for Active Directory, Group Policies, and other Microsoft networking technologies Familiarity with network design and technologies including TCP/IP, DNS, WINS, VLAN, Routing, OSI Model, Data, VPN, Ethernet, encryption, SSL, Fiber channel, UTP cabling, fiber optic cabling, and emerging network technologies. Good understanding of network equipment, including switches, routers, and firewalls Expert system troubleshooting skills Understanding of network security practices and technologies Good knowledge of Internet standards and technologies, including HTTP, Email, and other Internet applications Must have experience administering systems and network in a corporate environment. Must be very familiar with software used to monitor and manage server systems Must be an expert with common office desktop software including Microsoft Windows, Office and Emailing Must be able to respond quickly and logically to internal teams Responsibilities/Accountabilities The Desktop Support/Helpdesk Engineer will work with a high degree of autonomy and be expected to manage their time and responsibilities. Qualifications This position requires a bachelor's degree or equivalent and Three years of professional and related work experience. Microsoft certification is preferred