Senior Service Desk Analyst

What We re Looking For:Meltwater is searching for a Senior Service Desk Analyst located in Bangalore. Reporting to the APAC Service Desk Lead, you will join a dynamic IT team and play a pivotal role in supporting our technological landscape.Joining our Global team means immersing yourself in a dynamic blend of strategy and action. Our supportive environment is dedicated to nurturing your talents, providing mentorship, and embracing inclusive leadership principles. Collaborate with experienced colleagues and supportive leaders who are committed to guiding you along your journey.What Youll Do:Support incoming incidents and requests via various channels to ensure courteous, timely, and effective resolution of end-user issues. Adhere to the Standard Operating Procedures and best practices set within Service Operations.Provide comprehensive IT onsite support services to the Bangalore office and remote support to other Meltwater offices.Install, configure, test, maintain, monitor and troubleshoot including but not limited to end-user Laptops, Software, hardware, networking, Microsoft Office suite, Gsuite, other IT Peripherals.Build & configure workstations for new users and upgrade existing equipment as needed.Work closely with the IT Engineering team and document troubleshooting steps, solutions, and best practices to create a knowledge base for future reference, training purposes, and to enhance support processes.Identify trends and contribute to finding solutions for problems or challenging issues and assist in managing major incidents with a focus on end user communicationsAssist new hire training for IT needs and handle new IT hire orientation for the APAC region.Oversee the asset management of IT equipment and Software, including inventory tracking, maintenance, and lifecycle management.Strong understanding of ITIL Information Technology principles.Act as the primary point of contact for escalations and incident related communications.Ticket Deep Dive analysis and develop strategies for improvement and keep up with new rollouts.Develop an effective and workable framework for managing and improving IT support in the organization. Advise management on situations that may require additional support or escalation.Review and analyze customer survey feedback to improve services, and user support experience and drive continuous improvement initiatives within the IT service desk team.Adhere to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the Service Desk Team.Mentor the team, fostering a positive and collaborative work environment. Promote knowledge sharing, including cross-training peers.Work on IT projects, office moves and fulfil additional, relevant, tasks appropriate to the role and business requirements on an ad-hoc basis.What Youll Bring:Minimum of 5 years experience in IT Service Desk.Willing to work in flexible IST hours.Excellent problem solving and analytical skills.Strong research and troubleshooting techniques and be a Tech Savvy.Respond promptly and multitask effectively.Self-motivated and with a strong sense of accountability.Excellent verbal and written English communication skills.Strong customer service ethics.Certifications such as CompTIA A+ (or) Microsoft Technology Associate (or) The Apple Certified Support Professional (Preferred).Expert in Windows and Mac OS.Experience in facilitating meetings, ensuring that all viewpoints, ideas and problems are addressed.Expert in Hardware and Software Asset Management.Expert in Active Directory and Entra.Expert in Microsoft O365 and Google suite.Expert in Hardware Diagnostics and Repair and Asset Management.Experience Google Administration.Expert in Networking and VPN technologies.Experience with Jira.Expert in Intune and Jamf MDM solution Administration.Strong experience with IT OnboardingOffboarding processes.Strong background in ITIL foundational concepts.Experience supporting Telephony Systems and Instant Messaging systems.Experience in IT Security Policies and Email security.