Technical Support Analyst

3 days ago

ghaziabad, India McGraw Hill LLC. Full time

OverviewAspire to GrowOur Global Technology Solutions (GTS) team equips our global business with the tools, technology, and expertise to deliver market-leading educational solutions to customers worldwide. With our continued success, we are expanding across India and opening up exciting new opportunities. We are now looking for a Technical Support Analyst – IT Service Desk to join our growing team in Noida.Your impact on the teamAs our new Technical Support Analyst – IT Service Desk, you will be the first point of contact for users seeking IT assistance. You'll play a critical role in delivering exceptional technical support and ensuring an outstanding customer service experience to our McGraw Hill Employees. Also partnering with other IT teams, you'll help escalate and resolve complex issues while driving the overall efficiency and effectiveness of the IT service desk.Shift Timings – We are looking for someone adaptable and open to working in rotational shifts with rotational weekly offs.A typical day might include:Handling incidents and requests routed to the IT Service Desk, managing incoming calls, emails, and chats, while accurately tracking all information in the ticketing systemProviding technical support to resolve basic end-user issues and managing user administration tasksManaging hardware and software assets, maintaining accurate inventory records, ensuring compliance with licensing agreements, and keeping data up to dateContributing to knowledge management by resolving Tier 1 incidentsFollowing standard Service Desk operating procedures, logging all tickets accurately in the tracking software, and escalating unresolved issues to the appropriate resolver groupWe're looking for someone with:A bachelor's degree in a related field or equivalent practical experience2-4 years of experience in technical/desktop support or IT helpdesk rolesSolid understanding of operating systems and application software to deliver high-level supportProficiency with Microsoft Office applications for support, reporting, and documentationStrong ability to provide technical support over the phone with excellent communication skills and a professional demeanourGood to have experience on ServiceNow or with any ticketing toolWhy work for us?There has never been a better time to join McGraw Hill. In our culture of curiosity, collaboration, and innovation, you'll have the opportunity to shape your growth while helping us transform the future of learning. 49622

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