Senior Analyst

Job description

Job Description Job Description: • processes and fixes. • The ability to create and deliver presentations as necessary • 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).