Service Desk Analyst - AP Job for 1 - 3 Year of Exp In Lighthouse Bengaluru / Bangalore,India - 30090647 | foundit india (2024)

1-3 Years

4 days ago

17 Viewed

2 Applied

• Provide Tier I/II support to end users with exceptional customer service skills.
• Answer, evaluate and prioritize service requests via chat, email and in person for users. Provides regular and timely updates to customers.
• Perform move/add/change tasks for desktop/laptop hardware and software systems.
• Meet SLA requirements for problem resolution.
• Log and track issues in our service management tools.
• Build/deploy, patch and support end user desktops, laptops, mobile devices, and other related equipment.
• Maintain accurate inventory of computer hardware and software assets related to the service desk function.
• Maintain key performance metrics related to Tier I/II support functions.
• Manage vendor repair and returns of defective equipment as necessary.
• Learn eDiscovery applications to assist with support across the organization.
• Maintain best practices on security for supported applications.
• Keep manager and other team members informed of trends, delays or complications that arise during the normal course of work.
• Collaborate with other IT team members as needed.
• Participate in creation and maintenance of IT standards and procedures.
• Participate in on call shift rotations periodically (including evenings and weekends).
• Perform other related duties as assigned.

Bring your passion and together we will shine. It would also be great if you have the following:

• B.S. in Computer Science or a related field.
• 1 to 3 years of previous service desk/end user support experience in a corporate environment.
• Hands-on experience servicing/troubleshooting desktops, laptops, printers, mobile devices, and other peripherals.
• Experience supporting Microsoft Office, Office 365 administration and other application software.
• Demonstrated ability to build, maintain and support workstation images.
• Demonstrated ability to work with vendors to procure, inventory, repair, and manage computing assets.
• Experience managing remote desktop, Citrix/VMware View/Cloud PC environments.
• Ability to effectively collaborate within an IT team with shared responsibilities.
• Working/practical knowledge of IP networking principles
• Working/practical knowledge of Active Directory, Exchange, and SharePoint
• Willing to be on-call for occasional night and/or weekend support.
• Prefer Microsoft certifications commensurate with position.
• ITIL V3 certification desired
• Experience with Service Now

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table.
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Permanent Job

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