Service Desk Analyst

4 weeks ago

Navi Mumbai, India Onclusive Full time

About Us:

Onclusive is a global partner for PR and Communications success. We combine industry-leading data science with an international consultancy and best-in-class PR workflow tools. Our technology, insights and expertise make sense of the fractured, fast-moving media world, helping you manage, monitor and measure your communications activity. Elevate your performance and prove and improve your value with Onclusive on your side.

About the Role:

We are on the lookout for dynamic Service Desk Analysts to be the initial point of contact for IT support queries. This pivotal role involves managing and resolving technical issues, requiring a solid foundation in technical knowledge, problem-solving skills, and outstanding communication abilities. Successful candidates will be involved in a range of tasks, including but not limited to user administration, system troubleshooting, and server administration.

Your responsibilities:

  • Provide timely and professional support for incoming queries and issues related to IT.
  • Handle user administration tasks such as setting up new users, conducting password resets, and user deletions.
  • Monitor Server Event Viewers for errors, performing necessary actions to resolve issues or escalate as needed.
  • Manage Windows services, including starting and stopping services, as part of troubleshooting efforts.
  • Carry out computer management tasks, including but not limited to disk management, setting user permissions, and configuring devices.
  • Perform basic Windows Server administration tasks, ensuring systems are optimised for performance and security.
  • Troubleshoot issues with Windows 11, including compatibility problems, system errors, and performance tuning.
  • Administer Google Workspace, managing user accounts, configuring services, and ensuring data security and compliance.
  • Document all service desk interactions and actions taken in the ticketing system, maintaining clear and comprehensive records.
  • Escalate complex issues to appropriate resolver groups with detailed documentation to facilitate quick resolution.
  • Keep users informed about the status of their issues, ensuring satisfaction with the solutions provided.
  • Contribute to the IT knowledge base and support documentation, helping to enhance support processes.
  • Engage in continuous learning and professional development to keep up with the latest technologies and best practices.

Required Skills and Qualifications:

  • At least 1-2 years of experience in a service desk or technical support role.
  • Strong understanding of Windows operating systems, including server administration and troubleshooting Windows 11 issues.
  • Experience in administering Google Workspace, including user account management and configuration of services.
  • Proficient in performing user administration tasks, system monitoring, and basic troubleshooting.
  • Exceptional problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
  • Excellent communication and interpersonal skills, focused on delivering high-quality customer service.
  • Ability to work flexibly on a shift basis, adapting to the needs of a global user base.

Desirable Skills

  • Experience with SummitAI ticketing system or similar ITSM tools.
  • Knowledge of ITIL framework; possession of ITIL, CompTIA A+, MCP, or other relevant certifications is advantageous.

Working Conditions

  • Offers flexibility with remote and hybrid work arrangements.
  • Shift work on a rotational basis, including the possibility of early morning, evening, or weekend shifts to accommodate international support needs.

What we can offer:

We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:

  • Competitive salary and benefits
  • Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with
  • A company focus on wellbeing and work life balance including initiative’s such as flexible working and mental health support

We want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.

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