Technical Analyst AP
On-siteNagar, Rajasthan, India
Job Summary
Answer and prioritize service requests via phone, email, and in person, while providing Tier I plus support with regular customer updates. Build, maintain, and patch workstation images and end-user desktops, laptops, and mobile devices; perform move/add/change tasks and manage vendor repairs for defective equipment. Log issues in service management tools, maintain hardware and software inventory, and support VOIP telephony and video conferencing systems. Meet SLA requirements, learn eDiscovery applications, and collaborate with IT team members to create and maintain IT standards. Work in rotation shifts including evenings and weekends, with periodic on-call availability.
Required Qualifications
- B.S. in Computer Science or a related field
- 2 to 3 yrs of experience servicing/troubleshooting desktops, laptops, printers, mobile devices and other peripherals
- Willing to learn customer/user support in a corporate environment
- Microsoft certifications
- ITIL V3 certification
- Experience with Service Now
- Demonstrated ability to build, maintain and support workstation images
- Demonstrated ability to work with vendors, inventory management, repair and mange computing assets
- Ability to effectively collaborate within an IT team with shared responsibilities
- Candidates should be flexible to work in rotation shifts
Desired Qualifications
- Excellent communication skills
- Candidate should be aware of incident management process of ITIL
- Microsoft certifications preferred
- Experience with Service Now a plus
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