Service Desk Support Specialist

2 weeks ago

Bengaluru, Karnataka, India Lighthouse Full time

About the Role


The Global IT Support Analyst will provide 24/7 global IT support for hardware and software used in production, manage/deliver content and services to technology teams and other departments in the organization.


Key Responsibilities



  • Provide Tier I/II support to end-users with exceptional customer service skills.
  • Answer, evaluate, and prioritize service requests via chat, email, and in-person for users, providing regular and timely updates to customers.
  • Perform move/add/change tasks for desktop/laptop hardware and software systems.
  • Meet SLA requirements for problem resolution.
  • Log and track issues in service management tools.
  • Build, deploy, patch, and support end-user desktops, laptops, mobile devices, and other related equipment.
  • Maintain accurate inventory of computer hardware and software assets related to the service desk function.
  • Maintain key performance metrics related to Tier I/II support functions.
  • Manage vendor repair and returns of defective equipment as necessary.
  • Learn eDiscovery applications to assist with support across the organization.
  • Maintain best practices on security for supported applications.
  • Keep manager and other team members informed of trends, delays, or complications that arise during normal work.
  • Collaborate with other IT team members as needed.
  • Participate in creation and maintenance of IT standards and procedures.
  • Participate in on-call shift rotations periodically (including evenings and weekends).
  • Perform other related duties as assigned.

Requirements


Interested candidates should have:



  • Bachelor's degree in Computer Science or a related field.
  • 1-3 years of previous service desk/end-user support experience in a corporate environment.
  • Hands-on experience servicing/troubleshooting desktops, laptops, printers, mobile devices, and other peripherals.
  • Experience supporting Microsoft Office, Office 365 administration, and other application software.
  • Demonstrated ability to build, maintain, and support workstation images.
  • Demonstrated ability to work with vendors to procure, inventory, repair, and manage computing assets.
  • Experience managing remote desktop, Citrix/VMware View/Cloud PC environments.
  • Ability to effectively collaborate within an IT team with shared responsibilities.
  • Working/practical knowledge of IP networking principles.
  • Working/practical knowledge of Active Directory, Exchange, and SharePoint.
  • Willingness to be on-call for occasional night and/or weekend support.
  • Prefer Microsoft certifications commensurate with position.
  • ITIL V3 certification desired.
  • Experience with Service Now.

Work Environment and Physical Demands



  • Duties are performed in a typical office environment while at a desk or computer table.
  • Duties require the ability to use a computer, communicate over the telephone, and read printed material in a quiet and professional setting.
  • Duties may require being on-call periodically and working outside normal working hours (evenings and weekends).

About Lighthouse


Lighthouse is a unique organization built on a foundation of compassionate and highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success.


We celebrate and thrive on diversity and are an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.

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