Analyst - Technology Operations

Overall Responsibilities:

• Logs all relevant incident/service request details, allocating categorization and prioritization codes
• Conducts full and through diagnostics with end users to enable first point of contact fault resolution 
• Resolves incidents/service requests when first contacted whenever possible 
• Handles user calls 
• Provides user guidance by remote control support software to the end-user community on hardware, software, and network related problems, questions, and use. 
• Configuration, maintains, and troubleshoots end user computing devices, related applications and peripherals (will include desktops, laptops, mobile devices, workstation operating systems, and related network). 
• Follows the onboarding and offboarding process to ensure the smooth transition of new hires and leavers. 
• Works with senior staff and other groups to resolve technical problems. 
• Provides timely responses to client and management requests, providing status updates on such requests on a regular basis. 
• Follows set policies and procedures when assisting users to ensure proper handling of requests. 
• Contributes knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support. 
• Delivers regular, ongoing preventative maintenance activity to desktop applications and hardware 
• Works with simple to moderately complex Active Directory functions such as file share rights, manage permissions on the security groups, access of O365 applications. 
• Coordinates with the other IT teams to complete the project related tasks. 
• Works on other SOP driven tasks like Access modification on Mailbox, email forwarding, VDI Access, VDI Reset etc. 
• Completes other duties as assigned outside of normal workload. 
• Works in 24x7 rotational shift to provide support and resolve remote support tickets. 
 

• Minimum 2-3 years of relevant experience
• Excellent troubleshooting and critical thinking skills.
• Be ready to work in rotational shifts (24*7)
• Strong Conceptual skills
• Good Communication Skills
• Good team player
• Knowledge of ITSM tools like ServiceNow is a plus
• Working experience with the ManageEngine Desktop Central tool for desktop/laptop patching.
• Working knowledge of Windows domain basics and AD user provisioning.
• Working experience on level 1 administrative tasks on 0365 (email account, DL, creation, modification
• Working knowledge of standard desktop software and functions (. antivirus, encryption, browsers, plug-ins, audio/video functionality).
• Troubleshooting experience of MS Office suite.
1. Should be familiar with all the MS Office applications being used in office.
2. Should be able to identify MS Office-related issues.
3. Should be able to provide all relevant information to specialist team.
4. Good understanding of different add-ins and plugins.
• Working knowledge of Windows OS
1. Should understand the features of Windows.
2. Should be able to identify Windows related issues 
3. Should be able to document issues clearly with complete details to inform escalation teams without excessive requests for additional information

Work Conditions
- All specific company policies to apply without exception
- Compulsory adherence of ISO/IEC 27001: 2013 guidelines
 

Minimum 1 year of relevant experience 
BPO F&A experience, preferably voice process for and markets.

Good English communications skills both written and verbal
 

Proficiency and accuracy in high volume data entry and use of Microsoft Excel and Outlook
Should have a good hand on Microsoft Office specially

Graduates (Any Stream)
Must be well-organized and able to juggle multiple tasks - dynamic, and action-oriented, meeting deadlines and producing appropriate outcomes.
Must be able to build and maintain relationships and work confidently with people at all levels
Must possess an enthusiastic and approachable personality.
Must be an excellent communicator (written and verbal) with the ability to earn trust and credibility.
Must be able to maintain complete confidentiality
Must be willing to accept responsibility and make decisions based on experience, education and understanding of business and client needs.