IT End User Services Analyst
On-siteThāne, Maharashtra, India
Job Summary
Provide IT support for internal and external end-users in India and remote offices, troubleshooting system problems related to PC hardware, software, operating systems, and business applications. Build, configure, re-image, and maintain end-user computing devices while monitoring ServiceNow tickets to ensure SLAs are met. Coordinate with vendors and internal teams for warranty claims and ad hoc tasks, extending shift hours for high-priority incidents. Manage IT asset disposal and update ServiceNow records, user guides, and SOPs. Maintain basic troubleshooting knowledge on network connectivity and server infrastructure while keeping up to date with relevant technologies.
Required Qualifications
- Bachelor degree
- In-depth knowledge of Microsoft Windows client operating systems, 11, 10, 8, 7 / Windows & Microsoft Office up to Office 365 Suite
- Experience with Microsoft Active Directory software tools
- Considerable networking experience in TCP/IP, Ethernet, cabling, switch and router basics, WIFI, VPN
- Hardware troubleshooting and issue resolution of computers, mobile phone, printers and other peripherals
- Software installation and issue resolution
- Use of different types of remote-control software for remote troubleshooting
- Experience in ticketing system such as ServiceNow or other Help Desk platforms
- Customer-minded personality and always striving to deliver great and positive customer experience
- Team player, ability to work well in a team environment at all levels
- Problem solver, ability to solve complex problems and identify root cause
- Proficient in verbal and written communications. Also, able to communicate complex IT issues to non-technical
- Can work under effectively under pressure and with minimal supervision
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