Service Desk Analyst

Essential:



* Good understanding of Windows 11 enterprise environment and UI (User profile, email configuration, Appl installing)


* 2-4  year’s hands-on experience with office productivity tools like Word, Excel, PowerPoint and Outlook


* Basic understanding of MS networking setup and configuration for PCs (DHCP, DNS, IP configuration)


* 1-2 years’ experience of managing Active Directory environment (Password reset, User profile changes, Apps/Patch distribution WSUS, SMS etc.)


* 1-2 years’ experience with international service desk and remote support tools (RDP, GTA, PCAnywhere etc.)


* Basic knowledge of ITIL framework (V3.0 foundation would be added advantage)


* Clear understanding of Network and Server fundamentals.


* Logical frame of mind to articulate and troubleshoot new issues.

 

Preferred:



* Experience in supporting enterprise applications like Oracle EBS will be added advantage


* Knowledge of installing and support of Studio.Net, Visio would be added advantage


* Working with ServiceNow


* Working with Mac OS

Behavioral Skill Sets

 


* Excellent verbal and written communication


* Ability to execute assigned tasks independently and work as team player


* Ability to follow work process completely and correctly


* Document and enhance efficiency and user experience for work processes

 

Responsibilities:



* Attending IT service desk calls and following appropriate procedures


* Providing Level – 1 & 2 technical support around Windows, Office, VPN, Telephony, Server infrastructure, Enterprise applications etc.


* Follow and create knowledge articles to document resolutions.


* Proactively monitor key parts of infrastructure and provide initial troubleshooting support.


* Ensure user satisfaction


* Working in 24x7 Environment.