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).