Senior Analyst

EUSG Helpdesk

• 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).