Help Desk Support Analyst I, Mumbai

World Resources Institute WRI is an independent global research organization that turns big ideas into action at the nexus of environment economic opportunity and human well-being Our work focuses on building sustainable and livable cities and working towards a low carbon economy Through research analysis and recommendations World Resources Institute puts ideas into action to build transformative solutions to protect the earth promote livelihoods and enhance human well-being Overview for WRI India OperationsWRI Operations team supports the crucial front-line work of the organization they directly interact and work with Clients Government agencies Statutory bodies Board of Directors Vendors and Consultants in fielding their inquiries providing support at all the fronts and solving problems So that the WRI programs can be implemented without any hurdles and the researchers can develop high quality research documents plans WRI operations team consists of various functions such as Budget and Finance Accounting and Reporting Legal Counsel Human Resource IT and Facilities management Each role comes under the purview of operations and each function lead reports to the Director Operations and Director Operations report to the CEO of the Organization WRI Operations team strive for operational excellence across all functions starting with the recruitment retention and management of WRI s staff our most important asset We manage our endowment the contributions entrusted to us and our facilities in ways that are in line with our values and advance our mission We maintain strict budgetary planning and financial controls to ensure that all contributions are managed in compliance with clients requirement About the Program WRI s Operations department strives to make all global offices fully capable and low risk enhancing their operational capabilities establishing sustainable growth through a bond of mutual respect collaboration and sharing knowledge across the sisterhood of WRI offices This is done by targeting upon standards of performance measuring the efficiency and effectiveness for the sisterhood of offices About your role You will report to Help Desk Analyst Operations for our Mumbai officeYou will be based in Delhi office and provide Tier I Tier II support in a high volume capacity responding to calls among a small team The Global IT Team will support you How your day will unfold Escalation Management 25 of time Leverage Endpoint Manager Autopilot Escalate priority support issues to senior staff and or corporate technology groups Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently Maintain a positive working relationship with business lines and other departments Networking Troubleshooting 50 of time Prioritize and schedule work as necessary to maintain department service level agreements Maintain and monitor department mailbox Update and maintain cases in a timely fashion PC hardware and software procurement Basic networking skills and troubleshooting Wireless and remote connectivity troubleshooting Works within a small or large systems team and contributes independently Understands roles and responsibilities within the team Technical Documentation 25 of time Writes clear and concise technical documents Enhances team productivity by helping others Provides technical supervision on small projects Working well with both internal and external group teams Qualifications and Requirements we seek Education You have a Bachelor s degree in IT Computer Science engineering or relevant field Experience You have 2 years of relevant full-time work experience in the application support supporting users in a remote help desk environment Experience in endpoint workstation experience - Dell preferred Experience in support Windows 10 11 in a corporate environment Experience in support MS Outlook Experience in support MS o365 suite desktop web apps Experience in Azure Endpoint Manager experience Must be team oriented and possess strong oral and written communication skills Able to prioritize and multi-task effectively while working in a fast-paced demanding environment Strong analytical and troubleshooting skills Certifications are a plus - Microsoft preferred Languages Full fluency in English required and second language preferred Requirements Existing work authorization is required where this position WRI is unable to authorize visa work authorization Location MumbaiDuration 1 years as term hire extendable based on performance and project requirements To Apply Qualified applicants should apply online at All applications must be submitted online through this career portal in order to be formally considered Only shortlisted applicants will be contacted for interview purpose List of Documents to be attached Cover Letter Resume Only shortlisted applicants will be contacted for interview purpose Diversity Equity and Inclusion DEI WRI IndiaWRI India values and promotes diversity equity and inclusion across all areas of our work and workforce Integrating these values into our actions fosters a progressive and collaborative culture and can also enhance our impact It is our responsibility to create a welcoming working environment for people of diverse cultures backgrounds and experience to learn together We are responsible for fostering a safe and inclusive workplace where questions concerns and information about diversity equity and inclusion are part of our ongoing dialogue and development Learn more about WRI India s commitment to Diversity Equity and Inclusion DEI People-centric to the core We keep our people at the center of everything we do - from a welcoming work environment to benefits and a culture that encourages staff to stay healthy happy engaged and growing Some of the non-monetary benefits that our staff get Health benefits We cover health insurance for you and your loved ones for up to INR 8 lakhsTerm Insurance Our term insurance policy covers life coverage of 50 lakhs per staff memberEmployee Assistance program Promoting mental well-being and supporting staff in achieving a satisfying work-life balanceHealth Nutrition Personalized diet recommendation from a certified dietitian based on the physical health condition and lifestyleFlexible work schedule Alternative work arrangements for all who are eligible by nature of their jobLearning culture Workshops and trainings to empower staff encourage new learning opportunitiesRest and Recharge weeks We encourage staff to take time off to rest rejuvenate upskill and pursue their interests Our leave policy Avail personal time off at 36 per year along with public holidays maternity paternity and adoption leaves Click here to know more about our benefitsEqual employment WRI IndiaWe believe in equal employment it is our policy to recruit and provide opportunities for advancement in all job classifications without regard to caste religion sex age marital status sexual orientation parental status or disability