SENIOR ANALYST

Requisition Number

1396222BR

Experience

0-2.5 Years

Job Description (Posting).

Position Title

Job Description

Service desk

1-3 years experience

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s end users

Route problems to internal 2nd and 3rd level IT support staff.

Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

Administer and provide User account provisioning.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

Perform user account management activities

Should have hands on experience windows based client operating systems like windows 7, vista, XP

Knowledge on server, Network, storage and other IT Infrastructure devices

Knowledge of Active directory, exchange

Knowledge in ITSM tools like service now, Remedy and etc.

In depth Knowledge on MS office suit

Knowledge on Internet browsers, VPN and remote dial in users and other desktop applications like WinZip, Acrobat and etc.

Support knowledge on laptop, desktop, printers PDA, blackberry

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)

Troubleshoot client software and basic network connectivity problems

Identify, evaluate and prioritize customer problems and complaints

May train users and operators on a limited basis and/or may write training procedures

Participate in on-going training and departmental development

Routine maintenance updates with other IT staff and business units

Provide all required documentation including standards, configurations and diagrams

Provide knowledge transfer of EUC operations

Should have strong verbal / written communication.

Should have very good knowledge in English and at least one regional Language(German, Italian, Spanish, Russian, Mandarin, Japanese

Excellent interpersonal skills with the ability to influence both I.T. and the business

Role

Incident management

Providing, Phone, email and chat support to end users

User access management

Documenting the issue, resolution and maintaining the Knowledgebase

Creating and maintaining the knowledgebase about the issues that they are handling.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

Vendor Management

Support and document Installations, moves, adds, and changes (IMACs)

Metrics and reporting

Should be able to work in an on-site/off-shore model ensuring seamless communication with the offshore team to achieve service Levels

Able to work well with little direction and in a team atmosphere

Ability to triage effectively under pressure (1.) To maintain high login Efficiency (Availability) for customers. (2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.) Work on value adding activities such Knowledge base update and self development. (5.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory

Qualification

B-Tech

No. of Positions

1

Skill (Primary)

DWP-USS-SERVICE DESK