Job Purpose

This role is to be based at our IT Delivery Centre in Chennai and will include much interaction with other geographically located teams.

We are looking for a Global IT Service Analyst to join our company to carry out Helpdesk and IT Support.

The successful candidate will be required to deliver geographically diverse extended hour IT operational support services to agreed service levels, providing first-class desktop and systems support to our users and ensuring that support calls are closed to user satisfaction. A strong focus on teamwork within the department, a proactive approach within the business and a positive and professional attitude to work are essential.

This is a great opportunity to advance your career with a provider of multi-channel commerce and interactive marketing services that enable our clients to navigate and thrive in today’s digital economy! Amongst other things, our business focuses on providing customized, comprehensive IT solutions and services that make a measurable difference to our client’s brands across the globe.

Key Job Activities

• To monitor critical and essential systems using the monitoring tools provided
• Effect a resolution to issues and calls raised, or allocate to an appropriate third line resource
• Monitor and Maintain server and UPS health
• Monitoring network and firewalls
• Answer the Service Desk phone
• Accurately log all faults and requests onto the call management system
• Update & Maintain all calls worked on within Helpdesk Tickets
• Final build and deployment of PC’s, Laptops, Servers and IT devices
• Investigate and resolve desktop and server hardware and software issues
• Monitor and Maintain Data backups
• Hardware Upgrades
• PC moves, tidy cables etc following desk or PC moves
• Maintain and support services
• Set up remote access and provide documentation/user training
• Create and maintain local procedures
• Support and configure printers, fax machines etc.
• PC imaging
• Intranet updates
• Carry out other tasks as agreed by the Service Desk Manager

Essential requirements

• At least 3/4 years (maximum of 5 years) experience working in an IT Helpdesk and support role
• A pleasant and professional telephone manner
• Excellent customer facing skills
• Excellent knowledge of working with Microsoft systems or an IT operations support environment
• Excellent Server, PC, printer and network hardware knowledge
• Experience of desktop applications, in particular Windows operating systems and applications
• The ability to communicate and liase between technical IT support teams and non-technical customers
• The ability to communicate very well at all levels in English

Educational and Behavioral attributes

• Bachelors in Engineering or Technology and Masters in Technology /Business Administration preferred.
• Technical certifications will be an added advantage
• Willingness and ability to work in a start-up environment
• Excellent analytical and creative problem-solving skills
• Excellent listening, interpersonal, written, and oral communication skills
• Strong attention to detail
• Highly motivated and keen to learn new skills
• A logical approach to problem solving
• Excellent documentation skills
• Keen to learn & share knowledge with team members
• Be able to prioritise
• Calm under pressure
• Excellent interpersonal skills
• A flexible approach to work and working hours
• Result orientation
• Stable and long term approach

Apply