Service Desk Analyst

2 weeks ago

Pune, Maharashtra, India WillScot Full time

ABOUT THE JOB:

Come grow with us We're motivated to keep growing our business with new top talent. It's our people that make it happen If you're looking to add value to a growing IT team, you may be interested in our Service Desk Analyst role. Read on

WHAT YOU'LL BE DOING:

  • Work within the defined Incident, Request, Asset and Configuration Management process.
  • Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones, and other computer and telecommunications equipment.
  • Manage support interactions through the IT Service Management System.
  • Follow-up to ensure service delivery and system integrity with end users.
  • Protect the company by handling business sensitive information with appropriate confidentiality.
  • Diagnose and resolve end user problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
  • Maintain desktop images and configurations to provide performance monitoring and tuning of systems.
  • Maintain inventory of IT assets, installed software and manage software licensing.
  • Troubleshooting basic network connectivity, WiFi issues
  • Update tickets with accurate and timely records of work performed and resolution detail.
  • Coordinate hardware warranty repair.
  • Perform scheduled patch management.
  • Perform security management.
  • Other duties as assigned

EDUCATION AND QUALIFICATIONS:

  • 3+ years of experience performing customer-facing/end-user technical support without immediate supervision
  • Bachelor's Degree in any stream required (or higher)
  • Certifications such as CompTIA A+ / Net+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are preferred.
  • Active Directory—user and group administration
  • Experience with Windows Server and O365
  • Experience with Windows 11
  • Experience with ServiceNow or similar ITSM ticketing system
  • Excellent organization, communication and written skills, proficiency in English
  • Demonstrated ability to apply critical thinking to solve problems

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