Service Desk Analyst

Senior Service Desk Analyst

Position Summary

The Senior Service Desk Analyst will be responsible for providing technical support services to the organization. This position will be focused on diagnosing/resolving IT related problems and creating/assigning tickets to appropriate groups as needed. They will need to proactively escalate any issues that require additional attention. In addition to a bachelors degree/IT certification we are looking for strong self-starters able to demonstrate initiative, autonomy, ability to take ownership and achieve outcome-based goals with minimal supervision.

Experience

5 - 8 years of IT Operations in an enterprise environment

Qualification

Holds Bachelor’s Degree in Computer Science or related field.

Roles & Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Responsible for handling Internal IT system like firewall, Wi-Fi devices and Laptop’s configuration etc.
• Expert in configuring laptops and well-versed in the troubleshooting process.
• Take ownership of high severity Incident, engage and co-ordinate the support groups to ensure faster resolution.
• Create and maintain the IT Asset Management.
• Sending the daily reports – Logged, Resolved, Open tickets and follow-ups.
• Create SOP/Runbook and Maintain for IT Operations.
• Being part of an ITIL based Service Desk, implementing and following the best practice.
• Create and maintain day to day incident documents with its resolution.
• Understanding of Software & Hardware installation as well as troubleshooting process.
• Identify and fix performance issues on the laptops, networks and IT assets as well.
• Create a process for upgrades and installation for internal machines as well as IT Asset.
• Monitoring of network and machines for identifying any failure point.

Must Have

• Hands on experience with one of the ticketing tools like Service Now, Freshdesk, Solar wind etc.
• Familiar with OS recovery and backup tools, VPN tools, security tools etc.
• Hands-on experience and understanding on working on User creation/deletion, AD etc.
• Expert in installation and configure Windows and Linux environment.
• Hands-on experience in handling alerting and monitoring and understanding NOC dashboards.
• Familiar with Installation and troubleshooting of IT software and coding tools on laptops.
• Expert working knowledge of MS-Office – Word/Excel/Powerpoint etc.
• Basic troubleshooting knowledge of MS Teams and Windows OS related issues.
• Should be a good team player.
• Excellent written communication skills with email etiquettes.
• Good problem solving and analytical skills.
• Excellent customer service skills. (US Market)
• Desire to perform at a high level.
• Ability to work in isolation & to drive resolution in line with support requirements.
• Willing to learn & adapt to changing environments. Drive for results.

Should Have

• ITIL certification is must.
• Expert working knowledge of Asset Management.
• Expert working knowledge of software installation and upgradation along with maintenance Highly analytical, data-driven and process-oriented mind set.
• Intermediate knowledge of IT Infrastructure devices and tools in terms of monitoring and L-1 Support.
• Good sense of prioritization and time management.
• Effective team core skill valuation and upscaling.

Could Have

• Good to have familiarity with virtualization services.
• Good to have Incident and Escalation Management.
• Good to have knowledge on Azure Services.
• Good to have knowledge of security principles.
• Good to have any technical certification.