Service Desk Analyst II
2 weeks ago
The Helpdesk Engineer role reports into the Senior Manager – Workspace Technology and Tools and is responsible for the end user facing set of services and forms part of the onsite management team.
The role is focused on delivering the onsite desktop managed service outcomes including Tech-lounge, ticketing system, emails and slack channels and is responsible for customer engagement, reporting escalations and proactive continuous improvement,The infrastructure environment is diverse in nature with a distribution of Windows, MAC and Linux endpoints and multiple applications from various third-party vendors and open source.
The role is based full time at the Rubrik India Pvt. Ltd Bangalore Office.
Roles & ResponsibilitiesAct as a single point of contact for phone calls and emails from staff regarding IT issues and queriesReceiving, logging and managing calls from internal staff via ticketing system, telephone and email.
Maintaining an Asset Database and track changes1st and 2nd line support - troubleshooting of IT related problems from in-house Network, software to hardware, such as Laptops, PCs and PrintersEscalate unresolved calls to the concerned support teamTake ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely mannerTo maintain a high degree of customer service for all support queries and adhere to all service management principlesPublishing support documentation to assist staff with requests for information.
Basic User Access Managementknowledge. Creating user accounts, reset passwords, create groups etc.To arrange for external technical support where problems cannot be resolved in houseMay be required to work a flexible schedule, including nights, weekends and holidays.
Basic User &Security Group Access Management administrationIncident Management experience – Managing incidents including business expectations and communicationShould have OS knowledge on installation, configuration, troubleshooting on Windows, Mac OS, Unix.
Should have basic knowledge on Cloud Infrastructure, SAAS based applications.Qualifications
:
Bachelor's degree or equivalent work experience in Computer Science or Engineering3 – 5 years' experience with end-user IT support including desktops, laptops, and mobile devicesAdvanced working knowledge of AV equipment and devices including web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problemsStrong analytical, problem-solving, and organizational skillsMust possess outstanding communications skillsExperience and demonstrated ability in conflict resolution and customer service techniquesWorking knowledge of Windows OS (Version 10), Mac OSOutstanding MS Outlook, MS Word, PowerPoint, and Excel skillsBroad knowledge of networking conceptsAbility to handle multiple projects and deadlines
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