T. D. Williamson Looking for IT Service Desk Analyst I at Vadodara, Gujarat Full Time

Overview: Mission:
The Information Technology Services team mission is to serve our business partners with the highest level of integrity and satisfaction bringing solutions that improve business operations and reduce total operating expense. We delight our customers and employees by relentlessly delivering tools and technologies that become essential to the way we work. We strive to achieve this goal through the constant pursuit of business alignment, solution architecture, financial analysis, service delivery and customer support Responsibilities:

Service Desk Actions

The IT Service Desk Analyst will provide first line technical support to internal TDW employees. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of end-user problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes all global locations within TDW, home workers and field technicians. Knowledge Base Article Management

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

Receiving, logging and managing calls from internal staff via telephone and email

Maintaining an Asset Database and track changes

1st line support – troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, laptops, PCs and printers

Troubleshoot basic network issues

Escalate unresolved calls to the infrastructure support team

Log all calls into ServiceNow

Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Provide basic in-house training in Microsoft Office applications used within TDW (Word, Excel, Outlook, PowerPoint)

Provide stats for the weekly Service Desk report on call trends

Publishing support documentation to assist staff with requests for information & provide staff training if required

Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

Mobile device (iOS & Windows) account management and provision

Avaya & Lync/Skype for Business basic support

VPN and remote connectivity support

To arrange for external technical support where problems cannot be resolved in house

Qualifications: Qualifications:
ITIL Foundations certification is preferable but not required

MCP certification would be desirable

Education Requirement: Requirements:
Excellent communication skills and telephone manner

Proficiency in English

Excellent organizational skills

2 years previous IT Service Desk and/or IT Call Center experience required

Should have experience in at least one NMS tool and ticketing tool

Incident Management experience – Managing incidents including business expectations and communication

Strong knowledge of Microsoft based operating systems with emphasis on Windows 8.1/10 and Office 2010/2013/2016

Experience with using and troubleshooting Outlook 2010/2013/2016 within a network environment (permissions, calendar sharing, delegation)

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Leave and Holidays will be per weekly/monthly roster

Job Detail

Job Id

JD2240248

Industry

Not mentioned

Total Positions

1

Job Type:
Full Time

Salary:
Not mentioned

Employment Status

Permanent

Job Location

Vadodara, Gujarat, India

Education

Not mentioned

Experience

Year