It Support Services Analyst

In your role as an IT Service Desk Analyst you will be part of a team dedicated to providing Clarivate colleagues with World Class Information Technology Support and Service By monitoring critical elements of the IT infrastructure responding to system alerts and user request for assistance you provide the front-line support required to delight both our internal and external customers About You Skills Qualification Required Associates degree or bachelor s degree in Computer or Equivalent combinations of education work experience and certification will be considered Minimum 2 years experience working in a support service capacity preferably global IT organization underlined by respective training certificates but certificates are not mandatory Knowledge of ITIL best practices ITIL Foundations certification preferred but not mandatory Experience in IT Service Management process and tools or experience Knowledge use of ITSM tools like Service Now a plus It would be great if you also have Client focus and ownership driven - displays initiative and a proactive approach to work Demonstrated ability to be a collaborative team player Flexible individual capable of dealing with the typical tensions that arise within an IT service environment confident customer focused good problem-solving skills with the ability to follow written and verbal instructions Proven troubleshooting skills within a support environment including a strong commitment towards incident resolution and solid understanding of foundational IT technical issues and relationships Proficiency in personal computer operating systems security and office automation software including Microsoft Windows 10 Active Directory VPN Exchange Salesforce Teams Outlook Word Excel PowerPoint TeamViewer LucidChart Microsoft SCCM and Microsoft Office 365 What will you be doing in this role Provide 1st level support to resolve IT problems across the organization i e workstations mobile computers printers peripherals desk phones application access VPN etc Answer the Service Desk phones in a courteous and friendly manner following the specified IT procedures Ensure compliance to Clarivate s Incident Management process for every incident Identify analyze and repair equipment failures order and replace parts material as needed Provide one-on-one end-user problem resolution performing various IT support function such as creating activating disabling and unlocking user accounts network and application password resets etc Enter all calls incidents request updates in ServiceNow including detailed chronological information in accordance with IT standards Escalate incidents to next level support when the solution is unknown or cannot be solved within defined time frames Implementation Installation and administration maintenance of IT services with focus on availability reliability and manageability following Clarivate s IT standard processes in coordination with responsible IT service management Create documentation and enhance the development of the Knowledge Base as required Prepare reports for trend analysis improvement opportunities and performance metrics Support implementation of new and or improved IT processes following ITSM standards About the Team You will be part of Clarivate s IT Service Desk team operating across Bengaluru and Noida providing 24x7 IT support to over 15 000 colleagues globally The team serves as the first point of contact for IT-related incidents and requests ensuring business continuity through reliable efficient and customer-centric service delivery Hours of Work 40 hours per week Rotational shifts supporting 24x7 operations permanent full-time position hybrid work model At Clarivate we are committed to providing equal employment opportunities for all qualified persons with respect to hiring compensation promotion training and other terms conditions and privileges of employment We comply with applicable laws and regulations governing non-discrimination in all locations