IT Service Desk Analyst

Description
What We Do
Managing Cyber Risk Together
– As the world becomes increasingly connected, the demand for cybersecurity solutions has never increaser. Forescout stands at the forefront of this critical need, delivering automated cybersecurity that ensures continuous alignment between our customers' security frameworks and their evolving digital environments. Our platform protects all asset types, including IT, IoT, OT, and IoMT, helping organizations navigate and secure the complexities of the modern connected world.

Join us in securing the world. We seek resourceful, driven individuals to collaborate as one team, delivering exceptional customer experiences. We're passionate about tackling the toughest security challenges and staying ahead with innovative solutions. Here, every idea is valued, and visionaries are welcomed. Bring your unique perspective and help shape the future of cybersecurity with us.

What You Will Do
The Service Desk Analyst is part of a global team that provides first and second level support for technical infrastructure including laptops running Windows and Mac-OS, mobile devices, end user applications and services, as well as some server and Active Directory administration.

This position will be based in Balewadi -Pune and requried someone can work from office (hybrid)
Responsibilities

• Ensure end-to-end user experience and provides a single point of contact for users' incidents and requests.
• Provide timely resolution or escalation, communicating promptly progress and handling customers with a professional attitude. Log and track incidents and requests and follow up with other resources involved to ensure incidents are resolved, and request are fulfilled.
• Perform analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot users' workstations and related hardware and software in order to deliver required service levels.
• Engage other IT resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Document resolutions and update self-help and knowledge bases.
• Conduct assets management processes. Liaise with third-party support and equipment, software and service vendors.
• Provide after hours support as needed.
• Adhere to IT and company policies and follows procedures.
• Perform other duties as assigned.

What You Will Bring To Forescout

• 5+ years of experience in an IT Support position in a global company
• Superior customer service skills in dealing with employees at all levels, including executives.
• Familiar with IT Service Management tools – Jira JSM is preferred· Hands-on hardware troubleshooting experience. Working technical knowledge of current protocols, operating systems and standards, including Windows and Mac OS, MS Office and other productivity tools.
• Ability to conduct research into issues and products as required.
• Strong written and oral communication skills. Ability to present ideas in user-friendly language. Effective interpersonal skills.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Bachelor Degree (B.S) from four-year college or University with an emphasis in Computer Sciences, Information Systems or equivalent.
• Good understanding of core information technologies, servers, networking, DNS, email, TCP/IP

Required

• Hands-on experience with Okta or another SSO platform.
• Extensive support experience with both Mac and Windows laptops.
• Office 365 Administration, MDM tools to manage end user laptops, MS O365 applications.
• Understanding of corporate Wi-Fi and wired networks.
• Asset management and tracking
• Conference room AV – including Zoom and MS Teams
• Working knowledge of Active Directory, Azure
• How to domain join laptops to local domain or Azure.

What Forescout Offers You
Our visionary leadership team fosters an environment that encourages professional growth and development. We champion a diverse and inclusive culture that cultivates collaboration and innovation, where our team can make a global impact on security while working with industry-leading technology. We take pride in offering a competitive total compensation package. If you have a strong work ethic, are visible and lean in, you will be recognised. We are in growth mode and there is a ton of opportunity at Forescout. Apply now to find out more

More About Forescout
Forescout Technologies, Inc., a global cybersecurity leader, continuously identifies, protects and helps ensure the compliance of all managed and unmanaged cyber assets – IT, IoT, IoMT and OT. For more than 20 years, Fortune 100 organisations and government agencies have trusted Forescout to provide vendor-agnostic, automated cybersecurity at scale.

The Forescout Platform delivers comprehensive capabilities for network security, risk and exposure management, and threat detection and response. With seamless context sharing and workflow orchestration via ecosystem partners, it enables customers to more effectively manage cyber risk and mitigate threats. Learn more at

Our Mission
To continuously identify, protect, and ensure the compliance of all cyber assets across the modern organisation.

Our Vision
A world where every cyber asset is seen, secure and compliant.

Our Cultural Values

• Cyber Obsessed – We are curious about technology, and we are innovative and passionate about solving big programs.
• Customer Driven – We listen, we learn, and we make it right.
• Collaborative, without Ego – No one succeeds alone. We strive to be the humble person that people want to work with.
• Relentless – We're smart, determined, and find a way. We figure stuff out.
• One Team – We all work together, and we all win together.

Our DEI Statement
At Forescout, we are committed to fostering a diverse, equitable, and inclusive workplace. We believe that diversity of background, experiences, and perspectives leads to innovation, creativity, and better decision making. We strive to create an environment where all team members feel valued, respected, and empowered. We actively promote equal opportunities and fair treatment for all individuals, regardless of their race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, disability, status as a protected veteran, or any other characteristic protected by law. By embracing Diversity, Equity and Inclusion, we aspire to build a successful culture where we work together and win together as One Team.

NOTE TO EMPLOYMENT AGENCIES:
We value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies.

All resumes submitted by employment agencies directly to any Forescout employee or hiring manager in any form without a signed Employment Placement Agreement on file and search engagement for that position will be deemed unsolicited in nature.

No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Forescout Technologies is proud to be an Equal Employment Opportunity Employer. We value and embrace diversity, equality, inclusion, and collaboration at the core of our "One Team" philosophy. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.