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Service desk analyst

2 weeks ago

Thiruvananthapuram, India Envestnet Full time
Role Intent
A Service Desk Analyst should monitor the IT Infra structure for its availability, capacity usage, hardware and OS errors and failures. Handle first-level incident / problem determination and resolution on a 24x7 basis Service incidents and queries within the agreed service levels.
Role Summary
• Serving as the first point of contact for end-users seeking technical assistance over the phone/email/chat
• Performing remote troubleshooting through diagnostic techniques
• Determining the best solution based on the issue and details provided by end-users
Role Description
• Responds to all calls received by the Service Desk (Phone, Email, Chat, Web) and ensures that each Service Desk call received is logged.
• Provide a round-the-clock contact for all support related issues providing advanced first level technology support
• First point of contact for providing support for all IT applications and systems to internal end users.
• Applies knowledge of information systems and services to investigate and identify applications, systems and network problems. Uses tools, techniques and knowledge bases to resolve issue.
• User administration in Active Directory, Office 365 and other user management tools.
• Support incident resolution process and focus on problem resolution priorities seeking to minimize incidents.
• Follows escalation processes and refers more difficult and time consuming issues to the next corresponding support group when appropriate.
• Assists in special product-related issues as needed.
• Coordinate with Vendor support for hardware replacements.
• Ability to manage multiple high priority initiatives in a fast paced technology environment.
• Demonstrate high level of ownership and provide support for significant/major incidents.
• Ensure changes made across systems within Infrastructure/applications are cascaded to various levels for impact readiness and resilience.
• Provides accurate solutions to user problems to ensure user's productivity.
• Informs users of any global problems or system outages.
• Maintains a professional Service Desk image at all times being courteous and helpful.
Exposure and Experience
• 2+ years in a similar role is essential: Microsoft - Windows Server, O365, Windows 7-10, Active Directory, Exchange, VMWare and Virtualization support
• Good understanding of how the IT Service Desk function integrates with other IT functions in accomplishing the desired results in the required areas.
• Experience handling different Ticketing tool.
• Ability to work autonomously
• Proven ability to work across teams, and to build and maintain effective relationships with clients and staff
• Assertive communication skills with the ability to communicate effectively over the phone, interpersonally and written
• Extensive hands-on experience troubleshooting support issues across numerous enterprises is essential
• Good time management, strong analytical and problem-solving skills
• Experience with LAN and WAN networks
• Experience supporting Microsoft O365 environments
• Remote access, Citrix and VPN troubleshooting experience
• Willingness to work in 24/7 environment & night shifts
• Current Microsoft certifications and working knowledge of ITSM and ITIL service management foundation would be an advantage
• Education: B. Tech/ MCA
Knowledge and Skills
- Excellent Communication Skills
- Problem Solving
- Logical Thinking and Reasoning
- Analytical Ability
- Proficient in Windows
- Troubleshooting difficult IT Problems without SOPs
Essential Competencies
• Conscientiousness
• Learning Agility
• Result Orientation
• Attention to detail
• Perseverance
• Teamwork