IT Analyst

3 days ago

Greater Chennai Area, India HTC Global Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About The Role
We are looking for an IT Analyst 3+ years of experience in handling inbound calls for international customers, preferably from US or Canada.

Requirements

  • Hands on experience in diagnosing and resolving issues relating to general computer problems, printing, VPN connectivity, email clients, network drives, company websites, software applications, hardware, etc.
  • Hands on experience in resolving commonly reported issues with Office365 desktop and mobile applications.
  • Experience in unlocking user accounts and performing password resets either directly via Active Directory or using an Enterprise Identity Management system.
  • Hands on experience in handling a minimum of 25-30 calls per day and documenting the incidents in a ticketing system.
  • Experience in identifying and escalating major incidents to the appropriate support teams as defined in the major incident management process.
  • Experience in monitoring the availability and uptime of production systems, infrastructure devices and business critical applications using diversified monitoring tools.
  • Hands on experience in any IT monitoring tools like SolarWinds, Splunk, Dynatrace etc.,
  • Hands on experience in User access provisioning and SAP role provisioning.
  • Experience in creating documentation with step-by-step instructions on how to resolve some of the most common computer problems.
  • Flexible to work in a 24/7 & rotational shift pattern (including weekends); shift rotation will be monthly.
  • In-depth knowledge and/or experience in ServiceNow application will be an added advantage.

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