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It Support Services Analyst

3 weeks ago

Bengaluru, Karnataka, India Clarivate Full time

In your role as an IT Service Desk Analyst, you will be part of a team dedicated to providing Clarivate colleagues with World Class Information Technology Support and Service. By monitoring critical elements of the IT infrastructure, responding to system alerts and user request for assistance, you provide the front-line support required to delight both our internal and external customers.

About You (Skills & Qualification Required)

  • Associates degree or bachelors degree in Computer or Equivalent combinations of education, work experience, and certification will be considered.

  • Minimum 2 years experience working in a support/service capacity; preferably global IT organization, underlined by respective training certificates, but certificates are not mandatory.

  • Knowledge of ITIL best practices (ITIL Foundations certification preferred but not mandatory)

  • Experience in IT Service Management process and tools or experience.

  • Knowledge/use of ITSM tools like Service Now a plus

It would be great if you also have

  • Client focus and ownership driven - displays initiative and a proactive approach to work.

  • Demonstrated ability to be a collaborative team player.

  • Flexible individual capable of dealing with the typical tensions that arise within an IT service environment; confident & customer focused; good problem-solving skills with the ability to follow written and verbal instructions.

  • Proven troubleshooting skills within a support environment including a strong commitment towards incident resolution, and solid understanding of foundational IT technical issues and relationships.

  • Proficiency in personal computer operating systems, security and office automation software, including Microsoft Windows 10, Active Directory, VPN, Exchange, Salesforce, Teams, Outlook, Word, Excel, PowerPoint, TeamViewer, LucidChart, Microsoft SCCM, and Microsoft Office 365.

What will you be doing in this role?

  • Provide 1st level support to resolve IT problems across the organization (i.e. workstations, mobile computers, printers, peripherals, desk phones, application access, VPN, etc.)

  • Answer the Service Desk phones in a courteous and friendly manner following the specified IT procedures

  • Ensure compliance to Clarivates Incident Management process for every incident

  • Identify, analyze and repair equipment failures, order and replace parts/material as needed.

  • Provide one-on-one end-user problem resolution, performing various IT support function such as creating, activating, disabling, and unlocking user accounts, network and application password resets, etc.

  • Enter all calls/incidents/request/updates in ServiceNow, including detailed chronological information, in accordance with IT standards

  • Escalate incidents to next level support when the solution is unknown or cannot be solved within defined time frames.

  • Implementation/Installation and administration/maintenance of IT services with focus on availability, reliability and manageability following Clarivates IT standard processes in coordination with responsible IT service management.

  • Create documentation and enhance the development of the Knowledge Base as required

  • Prepare reports for trend analysis, improvement opportunities and performance metrics.

  • Support implementation of new and/or improved IT processes following ITSM standards

About the Team

You will be part of Clarivates IT Service Desk team, operating across Bengaluru and Noida, providing 24x7 IT support to over 15,000 colleagues globally. The team serves as the first point of contact for IT-related incidents and requests, ensuring business continuity through reliable, efficient, and customer-centric service delivery.

Hours of Work

40 hours per week (Rotational shifts supporting 24x7 operations), permanent full-time position, hybrid work model.