Analyst - Service Desk 5B

Role Overview

Responsibilities

• Provide Level 1 technical assistance for incoming queries and issues.
• Own incidents from creation through closure.
• Troubleshoot software and hardware problems.
• Install and configure software and hardware.
• Perform system upgrades and maintain computer systems and networks.
• Ensure system and network security and privacy.
• Document issues and solutions in the Knowledge Management Repository.
• Teach users how to use systems effectively.
• Provide professional, timely, and customer-focused issue resolution.

Qualifications

• Bachelor's degree in computer engineering, database management, information systems, information technology, or network engineering.
• Proficient English language ability at C2 level.
• Strong customer service orientation and effective communication skills.
• Ability to manage multiple tasks with little or no forewarning.
• Ability to react quickly and perform effectively during critical or catastrophic events.

Required Skills

• Agile methodology, business continuity planning, collaboration tools, field support, Mac OS support, personal effectiveness, workplace services, and service desk support.
• Customer-service skills including listening, empathy, courtesy, and professional communication.

Workplace and Schedule

• The role has a hybrid work arrangement.
• The work shift is rotating in India.