UnitedLex | Analyst

About Us

Unitedlex India Pvt. Ltd. (Formerly known as iRunway India Pvt Ltd) is a data and professional services company delivering outcomes for high-performing law firms and corporate legal departments in the areas of digital litigation, intellectual property, contracts, compliance, and legal operations. Founded in 2006 with a mission to push the boundaries of legal innovation, we provide solutions that enable measurable performance improvement, risk mitigation, revenue gain, cost reduction, and digital business synergy.

Overall Responsibilities

• Logging all relevant incident/service request details, allocating categorization and prioritization codes
• Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution.
• Resolving incidents/service requests when first contacted whenever possible.
• Handling user calls
• Provides user guidance by remote control support software to the end-user community on hardware, software, and network related problems, questions, and use.
• Responsible for the configuration, maintenance, and troubleshooting of end user computing devices, related applications and peripherals (will include desktops, laptops, mobile devices, workstation operating systems, and related network).
• Follow the onboarding and offboarding process to ensure the smooth transition of new hires and leavers.
• Work with senior staff and other groups to resolve technical problems.
• Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis.
• Follow set policies and procedures when assisting users to ensure proper handling of requests.
• Contribute knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support.
• Delivers regular, ongoing preventative maintenance activity to desktop applications and hardware
• Work with simple to moderately complex Active Directory functions such as file share rights, manage permissions on the security groups, access of O365 applications.
• Coordinate with the other IT teams to complete the project related tasks.
• Work on other SOP driven tasks like Access modification on Mailbox, email forwarding, VDI Access, VDI Reset etc.
• Completing other duties as assigned outside of normal workload.
• Work in 24x7 rotational shift to provide support and resolve remote support tickets.

Knowledge and Skills

• Minimum 1 years of relevant experience
• Excellent troubleshooting and critical thinking skills.
• Be ready to work in rotational shifts (24*7)
• Strong Conceptual skills
• Good Communication Skills
• Good team player
• Should understand the basic concept of windows domain environment and working experience on AD user provisioning.
• Should have working experience on level 1 administrative tasks on 0365 (email account, DL, creation, modification etc.)
• Working knowledge of Standard desktop software and functions (e.g. antivirus, encryption, browsers, plug-ins, audio / video functionality).
• Troubleshooting experience of MS Office suite.
• Should be familiar with all the MS Office applications being used in office.
• Should be able to identify the MS Office related issues.
• Should be able to provide all relevant information to specialist team.
• Good understanding of different add-ins and plugins.
• Working knowledge of Windows OS
• Should understand the different features of Windows.
• Should be able to identify Windows related issues
• Should be able to document the issue clearly with the complete details so that if required, the next level team can help on it further.

Work Conditions

• All specific company policies to apply without exception
• Compulsory adherence of ISO/IEC 27001: 2013 guidelines

Qualification & Attributes

Experience

Minimum 1year of relevant experience

BPO F&A experience, preferably floor support experience.

• Good English communications skills both written and verbal.
• Proficiency and accuracy in high volume data entry and use of Microsoft Excel and Outlook
• Should have a good hand on Microsoft Office especially.

Education

• Graduates (Any Stream)

Personal attributes

• Must be well organized and able to juggle multiple tasks - dynamic, and action-orientated, which meets deadlines and makes it happen.
• Must have ability to build and maintain relationships and work confidently with people at all levels

Must possess an enthusiastic and approachable personality.

• Must be an excellent communicator (written and verbal) with the ability to earn trust and credibility.

Must have ability to demonstrate a high degree of confidentiality

• Must be willing to accept responsibility and make decisions based on experience, education and understanding of business/client need.

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