Senior IT Support Specialist

6 days ago

Bengaluru, Karnataka, India Intuit Full time
Senior Service Desk Analyst

Join Intuit's esteemed IT Workforce Care Team as a Senior Service Desk Analyst. As a key member of the technical support team, you will oversee operations and deliver exceptional customer service, driving innovation and simplification for the team and customers. Your role will involve handling complex technical issues, managing mid-sized technical projects, and promoting operational excellence.

Responsibilities:
  • Mentor and develop a team of IT specialists to enhance their technical troubleshooting capabilities.
  • Act as a technical point of contact for junior team members to resolve complex issues.
  • Provide technical expertise and support for cloud-based technologies, including O365, Active Directory, Cloud PC, Azure, and AWS.
  • Quickly arrive at the root cause and fix issues affecting a subset of customers.
  • Maintain a strong knowledge of emerging technologies and trends in the industry.
  • Prioritize request/incident tickets based on their impact on business operations.
  • Provide support for Intune and MDM systems, ensuring end-user devices are secure and compliant with company policies.
  • Introduce and implement new ideas, techniques, and tools to solve customer issues efficiently.
  • Proactively work with application owners and functional groups to solve customer problems.
  • Effectively read the internal/external environment to anticipate customer/stakeholder needs.
  • Produce self-help education materials and regular reports to drive continuous improvement.
  • Lead IT projects related to system upgrade, change management, installation, and maintenance.
Qualifications:
  • Bachelor's degree in Computer Science or related field.
  • IT industry certifications, such as ITIL, CCNA, AWS, MCSE, Linux, Mac, and Windows Operating System.
  • 5+ years of experience in IT service desk support, including experience in a senior technical support capacity.
  • Strong analytical and problem-solving skills.
  • Knowledge of ITSM tools, such as ServiceNow and JIRA.
  • Advanced knowledge and hands-on troubleshooting of Windows, MAC, iOS, and Android operating systems, collaboration tools, and end-user applications.
  • Experience with Enterprise security tools, such as VPN, Antivirus, DLP, Encryption, and DNS, DHCP, DFS File Server, Managed Print Services, and basic networking.

As a Senior Service Desk Analyst, you will be a pivotal player in ensuring optimal customer service through effective technical support services. You will possess excellent leadership skills and technical expertise, with a strong ability to communicate with technical and non-technical users effectively.

The successful candidate will exhibit the following traits:

  • Analytic Ability: Makes well-reasoned decisions based on analysis of uncertain input or outcomes.
  • Business Results Orientation: Anticipates and addresses obstacles, redirecting efforts to accelerate work or improve quality.
  • Communication: Prepares and delivers coherent presentations that have impact.
  • Creativity & Innovation: Demonstrates initiative, creativity, and innovation to drive more effective design and process ideas.
  • Decision Making: Chooses the best alternative based on a review of pros, cons, trade-offs, timing, and implications.
  • Organization Influence & Relationship Management: Proactively builds a broad base of support among key decision-makers and influencers.
  • Learning Ability: Demonstrates flexibility and resilience in response to obstacles, constraints, adversity, and mistakes.

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