Job
Description
Location - Bangalore, India Join us! Become our SR DESKTOP ANALYST! Our team is currently looking for a Sr Desktop Analyst who would provide technical support to our employees globally. We are seeking a hands-on individual who prides themselves on their excellent customer service, communication, organizational skills, and being proactive. The selected candidate will be responsible for providing quality technical support which meet end user needs while adhering to department and company policies, procedures, and methodologies. Essential functions of role Define, create, revise and update multiple department reports tracking KPIs, assets, projects, and other various tasks Provide global technical support in the form of troubleshooting issues related to user computers, networking and other peripheral devices. Handle support requests from users by way of phone, chats, emails, and ticket system and be responsible to clearly identify and document the nature of issue faced by internal users. Be able to identify a potential incident, document pertinent information and relay information as necessary to the correct teams. Document the root cause for any reported issue Handling user tickets raised on ticketing platform and ensure completeness and timeliness of completion in accordance with SLA s. Creating and maintaining Knowledge Base documents and articles and updating them from time to time. Provide quality customer service that exceeds customer expectations and improves level of service being provided Treat everyone with dignity/respect Escalate to supervisor any situation outside the employees control that could adversely impact the services being provided. Work with vendors to place required orders while staying up to date on new technologies and prices Related Duties as Assigned - The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required. Education & Training Bachelor of Science(B.S) or Bachelor of Engineering (B.E) degree preferred, additional certifications advantageous Skills & Knowledge Incumbents will be expected to have mastered the following knowledge, skills, and abilities to successfully perform this role. Technical Knowledge Understanding of corporate domain environments Knowledge of industry standard hardware, including Desktops, Laptops, Tablets, Mobile Devices, and Printers Networking diagnostic skills Advanced knowledge of Windows 10 and Windows 11 operating systems Intermediate MacOS skills Advanced knowledge of Microsoft Excel including formula creation, pivot tables, charts, and macros Business Skills Excellent written and verbal English language skills Flexible approach to primary duties and responsibilities Able to respond calmly and efficiently during an incident Prioritize tasks, responsibilities, and issues Self-motivated Detail oriented Analytical approach to daily activities Approachable and team oriented. Willingness to learn and share knowledge Personal Profile Minimum 3 years of relevant working experience HYBRID - This role will be based out of The Leela Office located on the 4th Floor, Airport Road, Kodihalli, Bangalore- 560008. Our expectation at this time, is that you would work from our office on Tuesdays, Wednesdays, Thursdays with flexibility to work from home on Mondays and Fridays. Bangalore candidates preferred.
