Senior Analyst
eClerx · Mumbai
EUSG Helpdesk
- • Proficient in Service Now Incident, Problem, and Change Management.
- • L1/L2 support for System and network troubleshooting
- • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- • Contribute to improving customer support by actively responding to queries and handling complaints
- • Support India as well as onsite international users
- • Own and execute IT asset movement and management
- • Ability to install and troubleshoot All in One and Laser Printers.
- • Good in creating and preparing reports
- • Good escalation handling
- • Understanding of Microsoft Windows systems and network security concepts
- • Good in analysing root cause and providing the resolution
- • Ability to guide and coach the team
- • Comfortable in working in rotational shifts
- • Shift roster management Specific Domain / Technical / Functional skills
- • Proven work experience as an IT Helpdesk Lead
- • Solid technical background with an ability to give instructions to a non-technical audience
- • Customer-service oriented with a problem-solving attitude
- • Teamwork, Team lead and managerial skills.
- • Extensive knowledge and advanced troubleshooting skills of the applications comprising the Global Core Loadset.
- • The ability to read, write, speak, and understand the English language.
Other Requirements:
- • Overtime will be required from time to time during projects and times of increased workload.
- • 24 * 7 shift support.
Experience:
- • Extensive knowledge of IT operations.
- • Educational Qualification Information Technology or relevant field Experience Level 4+ years in end user support (IT).