Help Desk Support Analyst

tendersglobal.net

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.

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