Sr. Service Desk Analyst

Job Code: ATR371

Objective of job 

To provide voice and email support to all IT users across Shareholder and Investment solutions.

Key Responsibilities

  • Act as a single point of contact for the users
  • Log tickets, Track the progress, update and close the tickets as per the status
  • Handle voice calls and email requests from users.
  • Perform first level of support including basic troubleshooting activities in Microsoft Operating systems for desktop and laptops, MS Office applications including Outlook, Microsoft Active Directory User Management, etc.
  • Remote into users workstation/laptop, wherever required to fix the issue as first line fix.
  • To operate in Technical Help Desk by working in 24 X7.
  • Undertake Knowledge transfer from peers on transition, new tasks and process changes
  • Periodical updating of Knowledge base and procedure documentation

Skills

  • Basic Degree with a good track record. Preferable in engineering/technology
  • Excellent verbal and written communication skills in English.
  • Should have an overall 5+ years of experience in handing Technical Help Desk function.
  • Good knowledge of Microsoft Operating systems – Windows XP, Vista, Windows 7 and Windows 8
  • Good knowledge on MS Outlook
  • Exposure to Microsoft Active Director tasks like User Creation, Modification, Group creation, etc.
  • Good knowledge of Print Services, TCP/IP and Network connectivity.

Desirable

  • Exposure to Ticketing tools.
  • Preferable ITIL Foundation Trained/Certified\

 

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