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Accion Labs
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Senior Service Desk Analyst_ Bangalore /Pune/Mumbai _ Immediate joiner

Senior Service Desk Analyst_ Bangalore /Pune/Mumbai _ Immediate joiner

Accion Labs

4 - 9 years

3 - 7 Lacs

Mumbai Pune Bengaluru

Posted:2 months ago| Platform:

Apply

Skills Required

IT Service Desk Remote Support Ticketing Tools Service Desk Active Directory IT Helpdesk Technical Helpdesk

Work Mode

Work from Office

Job Type

Full Time

Job Description

Senior Service Desk Analyst_ Bangalore /Pune/Mumbai _ Immediate joiners

We are currently looking for Senior Service Desk Analys for our leading financial solutions client .

Experience: 5 to 9 years

Locations: onsite - Bangalore /Pune/Mumbai

Notice Period: Immediate joiners are preferred

Key duties and responsibilities:

Co-ordinate the on-boarding of all new hires interfacing with HR, Hiring managers, local IT, Internal and external resolver groups.
Monitor the end-to-end process and recommend areas for improvement as part of continual improvement.
Serve as the single point of contact for End User / Hiring manager / HR on each Starter, Mover and Leaver.
Tracking of starter/ leavers request to ensure they are complete on time and in line with the SLA/KPIs.
Respond to IT requests from all emails, portal, and telephone within the agreed targets.
Log and assign all IT requests and work requests accurately in the Apex IT ticketing system.
Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote connection to end user devices using remote access tools.
When required assign tickets to the relevant team member or external IT suppliers and liaise with the resolver until completion.
Communicate clearly to users in a timely and polite manner and keep the end user informed of the progress of IT requests at all appropriate times.
Follow standard operating procedures (SOPs) for service request and incident management.
Manage creation, modification, and deletion of users account management (FTP, Active Directory, file permissions) and perform clean-up projects of user profiles, files, email accounts.
Supporting Office productivity applications such as Outlook/Teams and other Apex systems
Highlight and report all major IT issues and risks to Service Manager in a timely manner.
Research, test and investigate solutions to improve efficiencies and satisfy user requests.
Other duties in support of the Service Desk, as assigned by Team leads or the Service Desk Manager.

Experience and skills:

2-3 years experience in a computer related support or and IT operational environment.
A recognised third level qualification in a computer related discipline.
Experience in ticketing tool, Service Now would be advantage.
Good written and communication skills in English.
Experience with documentation and improving SOPs and other process documents.
Good customer focus, and excellent timekeeping is a key requirement of the role.
Good inter-personal skills, with a focus on listening and questioning skills.
Good problem-solving abilities and an ability to work on their own initiative.
Maintain adequate knowledge of operating systems and application software in use in client site.
Familiarity with or a willingness to learn the fundamental principles of ITIL Service Management.
Experience with configuring and supporting any version of Windows Desktop (7, 8,10, 11).
Experience in virtual desktop environment desirable, particularly W365, MFA (MS authenticator/ DUO)
Experience with configuring and supporting Microsoft Office 2013/2016 and/or Office 365.
Basic experience with supporting physical networking is desirable but not essential.

Lets connect for more details. Please write to me at mary.priscilina@accionlabs.com along with your cv and with the best contact details to get connected for a quick discussion.

Regards,

Mary Priscilina

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