Help Desk Support Analyst

tendersglobal.net

Job Description

WRI’s Operations department strives to make all global offices fully capable and low risk, enhancing their operational capabilities, establishing sustainable growth through a bond of mutual respect, collaboration and sharing knowledge across the sisterhood of WRI offices. This is done by targeting upon standards of performance, measuring the efficiency and effectiveness for the sisterhood of offices.

You will report to Help Desk Analyst, Operations.

You will be based in Delhi office and provide Tier I & Tier II support in a high volume capacity responding to calls among a small team. The Global IT Team will support you.

What will you do:

Escalation Management :

Leverage Endpoint Manager/Autopilot
Escalate priority support issues to senior staff and/ or corporate technology groups
Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently
Maintain a positive working relationship with business lines and other departments

Networking & Troubleshooting :

Prioritize and schedule work as necessary to maintain department service level agreements
Maintain and monitor department mailbox
Update and maintain cases in a timely fashion
PC hardware and software procurement
Basic networking skills and troubleshooting
Wireless and remote connectivity troubleshooting
Works within a small or large systems team and contributes independently
Understands roles and responsibilities within the team

Technical Documentation :

Writes clear and concise technical documents.
Enhances team productivity by helping others
Provides technical supervision on small projects
Working well with both internal and external group teams

What will you need:
Education:

You have a Bachelor’s degree in IT, Computer Science, engineering or relevant field

Experience:

You have 2+ years of relevant, full-time work experience in the application support, supporting users in a remote/help desk environment
Experience in endpoint/workstation experience – Dell preferred
Experience in support Windows 10/11 in a corporate environment
Experience in support MS Outlook
Experience in support MS o365 suite desktop/web apps
Experience in Azure/Endpoint Manager experience
Must be team oriented and possess strong oral and written communication skills.
Able to prioritize and multi-task effectively while working in a fast-paced, demanding environment
Strong analytical and troubleshooting skills

Languages:

Full fluency in English required and second language preferred.

Source: https://jobs.jobvite.com/wri/job/o50Ypfwc

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