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).