Digital Workspace Analyst

Aspire to Grow

Our team provide our global business the tools, the technology, and the expertise so that we can continue to deliver market-leading educational solutions to our customers. Due to continued business success, we are expanding our team across India and have several exciting positions available. Supporting our users across our global business, we have a new opportunity for a Digital Workspace Analyst. Bring your unwavering dedication and together, well deliver work that matters.

Your impact on the team

As our new Digital Workspace Analyst, you will be first point of contact for users requiring IT assistance - responsible for providing technical support and ensuring a high level of customer service experience. You will work with other IT teams to escalate and resolve complex issues, contributing to the overall efficiency and effectiveness of the IT service desk.

A typical day might include:

• Fulfilling all incidents and requests routed to IT Service Desk, handling incoming calls, emails, and chats, and tracking all information in the ticketing system.
• Provide technical support to troubleshoot basic end-user issues and handle user administration tasks.
• Perform hardware and software asset management, ensuring accurate inventory and compliance with licensing agreements, and maintaining up-to-date records.
• Participate in the knowledge management process to resolve tier 1 incidents.
• Follow standard Service Desk operating procedures, accurately logging all Service Desk tickets using the defined tracking software and escalate unresolved issues to the appropriate resolver group.

We're looking for someone with:

• Bachelor's degree in related field or equivalent experience.
• 2-4 years of experience in technical/desktop support or helpdesk roles.
• Good understanding of operating systems and application software to provide high-level support.
• Proficiency in using Microsoft Office applications for support, reporting, and documentation.
• Ability to provide technical support over the phone, with excellent phone skills and a professional demeanor.
• Good to have skills- Service Now, Any Ticketing tool
• Must be willing and able to work rotational shifts, including weekends and public holidays, with rotational weekly off days