Service Desk Analyst

<h2>Essential:</h2><ul><li>Good understanding of Windows 11 enterprise environment and UI (User profile, email configuration, Appl installing)</li><li>2-4  year’s hands-on experience with office productivity tools like Word, Excel, PowerPoint and Outlook</li><li>Basic understanding of MS networking setup and configuration for PCs (DHCP, DNS, IP configuration)</li><li>1-2 years’ experience of managing Active Directory environment (Password reset, User profile changes, Apps/Patch distribution WSUS, SMS etc.)</li><li>1-2 years’ experience with international service desk and remote support tools (RDP, GTA, PCAnywhere etc.)</li><li>Basic knowledge of ITIL framework (V3.0 foundation would be added advantage)</li><li>Clear understanding of Network and Server fundamentals.</li><li>Logical frame of mind to articulate and troubleshoot new issues.</li></ul><p> </p><h2>Preferred:</h2><ul><li>Experience in supporting enterprise applications like Oracle EBS will be added advantage</li><li>Knowledge of installing and support of Studio.Net, Visio would be added advantage</li><li>Working with ServiceNow</li><li>Working with Mac OS</li></ul><h1>Behavioral Skill Sets</h1><p> </p><ul><li>Excellent verbal and written communication</li><li>Ability to execute assigned tasks independently and work as team player</li><li>Ability to follow work process completely and correctly</li><li>Document and enhance efficiency and user experience for work processes</li></ul><p> </p><h1>Responsibilities:</h1><ul><li>Attending IT service desk calls and following appropriate procedures</li><li>Providing Level – 1 &amp; 2 technical support around Windows, Office, VPN, Telephony, Server infrastructure, Enterprise applications etc.</li><li>Follow and create knowledge articles to document resolutions.</li><li>Proactively monitor key parts of infrastructure and provide initial troubleshooting support.</li><li>Ensure user satisfaction</li><li>Working in 24x7 Environment.</li></ul>