Senior Analyst

EUSG Helpdesk
• Proficient in Service Now Incident, Problem, and Change Management.
• L1/L2 support for System and network troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Contribute to improving customer support by actively responding to queries and handling complaints
• Support India as well as onsite international users
• Own and execute IT asset movement and management
• Ability to install and troubleshoot All in One and Laser Printers.
• Good in creating and preparing reports
• Good escalation handling
• Understanding of Microsoft Windows systems and network security concepts
• Good in analysing root cause and providing the resolution
• Ability to guide and coach the team
• Comfortable in working in rotational shifts
• Shift roster management Specific Domain / Technical / Functional skills
• Proven work experience as an IT Helpdesk Lead
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Teamwork, Team lead and managerial skills.
• Extensive knowledge and advanced troubleshooting skills of the applications comprising the Global Core Loadset.
• The ability to read, write, speak, and understand the English language.
Other Requirements:
• Overtime will be required from time to time during projects and times of increased workload.
• 24 * 7 shift support.
Experience:
• Extensive knowledge of IT operations.
• Educational Qualification Information Technology or relevant field Experience Level 4+ years in end user support (IT).