Associate Service Desk Analyst

Essential

Technical Skill Sets:

Good understanding of Windows 11 enterprise environment and UI (User profile, email configuration, Appl installing)
2-4 year's hands-on experience with office productivity tools like Word, Excel, PowerPoint and Outlook
Basic understanding of MS networking setup and configuration for PCs (DHCP, DNS, IP configuration)
1-2 years' experience of managing Active Directory environment (Password reset, User profile changes, Apps/Patch distribution WSUS, SMS etc.)
1-2 years' experience with international service desk and remote support tools (RDP, GTA, PC Anywhere etc.)
Basic knowledge of ITIL framework (V3.0 foundation would be added advantage)
Clear understanding of Network and Server fundamentals.
Logical frame of mind to articulate and troubleshoot new issues.

Preferred

Experience in supporting enterprise applications like Oracle EBS will be added advantage
Knowledge of installing and support of , Visio would be added advantage
Working with Service Now
Working with Mac OS

Behavioral Skill Sets

Excellent verbal and written communication
Ability to execute assigned tasks independently and work as team player
Ability to follow work process completely and correctly
Document and enhance efficiency and user experience for work processes

Responsibilities

Attending IT service desk calls and following appropriate procedures
Providing Level – 1 & 2 technical support around Windows, Office, VPN, Telephony, Server infrastructure, Enterprise applications etc.
Follow and create knowledge articles to document resolutions.
Proactively monitor key parts of infrastructure and provide initial troubleshooting support.
Ensure user satisfaction
Working in 24x7 Environment.