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).

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