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Analyst

2.00 to 3.00 Years   Gurugram   29 Oct, 2020
Freedom Firm
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryTextile / Garments / Fashion
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Role and responsibilities

Overall Responsibilities:
  • Logging all relevant incident/service request details, allocating categorization and prioritization codes
  • Conducting full and through diagnostics with end users to enable first point of contact fault resolution
  • Resolving incidents/service requests when first contacted whenever possible
  • Handling user calls
  • Provides user guidance by remote control support software to the end-user community on hardware, software, and network related problems, questions, and use.
  • Responsible for the configuration, maintenance, and troubleshooting of end user computing devices, related applications and peripherals (will include desktops, laptops, mobile devices, workstation operating systems, and related network).
  • Follow the onboarding and offboarding process to ensure the smooth transition of new hires and leavers.
  • Work with senior staff and other groups to resolve technical problems.
  • Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis.
  • Follow set policies and procedures when assisting users to ensure proper handling of requests.
  • Contribute knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support.
  • Delivers regular, ongoing preventative maintenance activity to desktop applications and hardware
  • Work with simple to moderately complex Active Directory functions such as file share rights, manage permissions on the security groups, access of O365 applications.
  • Coordinate with the other IT teams to complete the project related tasks.
  • Work on other SOP driven tasks like Access modification on Mailbox, email forwarding, VDI Access, VDI Reset etc.
  • Completing other duties as assigned outside of normal workload.
  • Work in 24x7 rotational shift to provide support and resolve remote support tickets.
Knowledge and Skills
  • Minimum 2-3 years of relevant experience
  • Excellent troubleshooting and critical thinking skills.
  • Be ready to work in rotational shifts (24*7)
  • Strong Conceptual skills
  • Good Communication Skills
  • Good team player
  • Should have working experience on Manage engine Desktop central for desktop/laptop patching.
  • Should understand the basic concept of windows domain environment and working experience on AD user provisioning.
  • Should have working experience on level 1 administrative tasks on 0365 (email account, DL, creation, modification etc.)
  • Working knowledge of Standard desktop software and functions (e.g. antivirus, encryption, browsers, plug-ins, audio / video functionality).
  • Troubleshooting experience of MS Office suite.
  • Should be familiar with all the MS Office applications being used in office.
  • Should be able to identify the MS Office related issues.
  • Should be able to provide all relevant information to specialist team.
  • Good understanding of different add-ins and plugins.
  • Working knowledge of Windows OS
  • Should have understanding of the different features of Windows.
  • Should be able to identify Windows related issues
  • Should be able to document the issue clearly with the complete details so that if required, the next level team can help on it further.
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Keyskills :
ms officenew hiresdata entrywindows osservice deskremote supportremote controlmobile deviceswindows domainactive directorytraining manualsfault resolutionoperating systemsbusiness servicescritical thinkingworking experiencecommunication sk

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