hireejobs
Register for Job
Hyderabad Jobs
Banglore Jobs
Chennai Jobs
Delhi Jobs
Ahmedabad Jobs
Mumbai Jobs
Pune Jobs
Vijayawada Jobs
Gurgaon Jobs
Noida Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Service Desk Analyst II

3.00 to 5.00 Years   Bangalore   02 Dec, 2020
Apptio, Inc
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaStatistics / Analytics
EmploymentTypeFull-time

Job Description

Job level: Sr. Service Desk Analyst (Level 2)You:Apptio is currently looking for a Sr. Service Desk Analyst Level 2 with a passion for customer service and experience in all aspects of end-user support including

  • IT Service Desk triage and troubleshooting
  • Asset management and optimization, and Software License Gardening.
  • Audio-Visual and Unified Communications technologies
  • Working with a Global Team in a follow the sun support model (24*7)
The ideal candidate possesses a blend of tactical hands-on capability, responsive customer attitude, and experience with Windows and Mac, exceptional multi-tasking capabilities and a strong drive towards operational excellence.Us:The IT Service Desk team is a small but growing team with a global footprint in a fast paced and dynamic Technology Business Management organization. The Service Desk focuses on all areas of Customer facing and Corporate IT Operations delivery, tightly integrated with all other parts of IT and the wider organization to deliver first class support services.What we want you to do:
  • Provide world class satisfaction and resolution/completion of Tier 1/2 Service Desk incidents/service requests to all levels of the organization (Execs to ICs) and across all geo-locations (US, EMEA, APAC) for all Apptio core technologies including:
  • Ability to easily troubleshoot and resolve PC and Mac related hardware, software, operating system, email, printing, and network issues.
  • Provide support and work on ticket generated by Call, Email, Portal or Walkin.
  • Microsoft Active Directory administration (Add/Remove/Modify user accounts)
  • Network LAN, WAN and VPN (e.g. FortiNet, OpenVPN) connectivity
  • Logging and keeping records of customer/employee queries
  • Analyzing call logs so you can spot common trends and underlying problems
  • Updating self-help documents so employees can try to fix problems themselves
  • Unified Communications (e.g. Skype for Business, Zoom, and Slack) administration.
  • Demonstrated proficiency in troubleshooting and root-cause analysis
  • Collaboration tools such as SharePoint, Slack, Confluence and JIRA
  • Familiarity with an IT service ticketing system (Cherwell)
  • Monitoring and managing system alerts for hardware and software issues
  • Escalate issues to appropriate Tier 3 teams or vendors as required
  • Work efficiently and effectively in a fast-paced environment with deadlines
  • Identify, track and articulate trending issues and produce metrics (as required)
  • Create Knowledge Base articles (KBs) by investigating and documenting incident root cause and resolution
  • Assess customer workflows and propose innovative technology use to optimize them
  • Propose and implement internal support process improvements
  • Provide support and coaching for new and emerging technologies released to the organization
Required Personal Skills:
  • Excellent verbal and written communication skills
  • Good analytical and problem-solving skills.
  • The ability to work independently as well as with our team
  • Reliable, on-time, personable, and customer-focused
  • The ability to multi-task and work across a range of IT issues with various timelines and priorities
  • Ability to deal with the user issues through Calls, Email and Chat.
  • Solid writing skills to document work completed and create/maintain IT documentation for clients
  • Energetic, able to switch gears quickly from job-to-job / task-to-task
  • Desire to learn independently and on the job
Basic Qualifications:
  • 5+ years supporting Corporate, Remote and Executive level personnel
  • 5+ years supporting PC hardware with Windows 7 -10 in a Windows Server Enterprise 2008/2012 domain
  • 5+ years managing Active Directory Users and Computers, SCCM for configuration
  • 3+ years supporting Mac OS X in an Enterprise Environment
  • Experience writing automation scripts
Preferred Qualifications:
  • ITIL v3 knowledge, foundation certification
  • 5+ years experience in handling Major Incidents (MI) in an Incident Coordinator capacity and managing the MI bridge and communications
  • Drive adherence to service management best practices including incident, major incident, service request, change and knowledge management within team and collaborate with peers in contributing to EUS, IT and organizational wide continuous improvement efforts
  • Windows Server Enterprise knowledge (Windows Server 2008/2012 Enterprise)
  • SCCM administration (System Center Configuration Management) experience
,

Keyskills :
troubleshootingservice deskslaactive directory administrationactive directorypc hardwareroot causeit operationsit service deskos xmac os xtechnical supportwindows 7mac oscustomer relations

APPLY NOW

Service Desk Analyst II Related Jobs

© 2019 Hireejobs All Rights Reserved