IT Service Desk Support Analyst

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

As the IT Service Desk Support Analyst, you will play a crucial role in supporting the IT operations and infrastructure of our portfolio of acquired software companies. Reporting to the IT Manager based in Chennai, you will be responsible for providing technical assistance, coordinating IT projects, and ensuring the smooth functioning of IT systems in Karachi, Pakistan. This role requires strong organizational skills, attention to detail, and the ability to work effectively in a global environment.

This role is in office role; with flexibility to support Eastern Standard time zone at times.

Key Responsibilities:

Technical Support:

Provide first-line technical support to end-users, troubleshooting hardware, software, and network issues.

Respond to IT support requests in a timely manner, escalating complex issues to the IT Manager as needed.

Install, configure, and maintain desktops, laptops, printers, and other IT equipment.

IT Coordination:

Coordinate IT projects and initiatives in Karachi, Pakistan, in alignment with the global IT strategy.

Collaborate with the Global IT team to ensure consistency and standardization of IT processes and procedures.

Assist in the implementation of IT infrastructure upgrades, software deployments, and system integrations.

Documentation and Reporting:

Maintain accurate records of IT assets, licenses, and configurations.

Generate reports on IT activities, service requests, and performance metrics.

Contribute to the development and maintenance of IT documentation, including user guides and standard operating procedures.

Vendor Management:

Coordinate the delivery, installation, and maintenance of IT equipment and services.

Monitor vendor performance and ensure compliance with contractual agreements.

Training and User Education:

Conduct training sessions and workshops to educate end-users on IT tools, applications, and best practices.

Develop user guides and instructional materials to facilitate self-service support.

Promote awareness of cybersecurity risks and best practices among employees.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field.

Maximum of 5 years of experience in IT Service Desk support role.

Strong technical skills in troubleshooting hardware, software, and network issues.

Proficiency in Microsoft Windows, Mac and Office applications.

Familiarity with ITIL framework and best practices.

Excellent communication and interpersonal skills.

Ability to multitask, prioritize tasks, and meet deadlines.

Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Teams, associates, our Operating Companies, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.