IT Service Desk Analyst

Job Description

Job Opening Details back to list Reference Code: SDAL0622Brd Job Title: IT Service Desk Analyst Category: Engineering Manufacturing / Industrial Products Mfg / Equipment Manufacturing We are hiring an IT Service Desk Analyst I for a leading Fortune 500 American Engineering MNC. Position is based at Vadodara, Gujarat. Find below more details about this job opportunity:Job title: IT Service Desk Analyst IJob location : Vadodara, Gujarat.Educational qualification: Any graduate or diploma with relevant work experience ITIL Foundations certification is preferable but not mandatory MCP certification would be desirableSkills required: NMS tool experience Ticketing Tools experience Windows Operating System & MS Office Excellent communication skills and telephone manner Excellent organizational skills Proficiency in EnglishWork experience: At least 2 years of previous work experience in IT Service Desk and/or IT Call Center Should have experience in at least one NMS tool and ticketing tool Incident Management experience Strong knowledge of Microsoft based operating systems with emphasis on Windows 8.1/10 and Office 2010/2013/2016 Experience with using and troubleshooting Outlook 2010/2013/2016 within a network environment (permissions, calendar sharing, delegation)Job summary:The IT Service Desk Analyst will provide first line technical support to internal company employees. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of end-user problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes all global locations within company, home workers and field technicians.Job profile: Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal staff via telephone and email Maintaining an Asset Database and track changes 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, laptops, PCs and printers Troubleshoot basic network issues Escalate unresolved calls to the infrastructure support team Log all calls into ServiceNow Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner Maintain a high degree of customer service for all support queries and adhere to all service management principles Provide basic in-house training in Microsoft Office applications used within TDW (Word, Excel, Outlook, PowerPoint) Provide stats for the weekly Service Desk report on call trends Publishing support documentation to assist staff with requests for information & provide staff training if required Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. Mobile device (iOS & Windows) account management and provision Avaya & Lync/Skype for Business basic support VPN and remote connectivity support To arrange for external technical support where problems cannot be resolved in house Key Skills: NMS tool experience Ticketing Tools experience Windows Operating System & MS Office Excellent communication skills and telephone manner Excellent organizational skills Proficiency in English Location: Vadodara/Baroda Required Experience: 2-7 yrs Positions: 1 Contact Person: TalentEdgeRC Email ID: hidden_email Qualification: Any Diploma Engineer,Any Graduate,

Keyskills :
troubleshootingtechnical supportcontinuous improvement facilitationactive directorysla