Service Desk Analyst - II
Service Desk Analyst - II
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Job Description
- Helpdesk Ticket Triage Queue Management Incident Resolution Project tasks closure within timelines
- Provide Remote Enduser technical support including installation for hardware / software & peripherals
- Provide support/guidance to endusers related to O365 applications
- Ensure the required IT Security and patch levels are met and maintained pertaining to SCCM / antiVirus & Web Filtering on Servers & PCs.
- Provide support for mobile devices including iOS and Android based phones and tablets
- Triage and resolve MFA related issues ensure users are enabled for MFA as appropriate
- Troubleshoot & resolve hardware issues relating to infrastructure and client equipment wherever applicable
- Use of monitoring tools to proactively identify and respond to issues with the infrastructure including but not limited to a) Servers b) Backups c) Network devices d) Bandwidth utilization e) Network performance/availability
Qualifications :
Technical Skills
- Knowledge of Autopilot MDM etc. Knowledge of device deployment and management solutions
- Office365 (including but not limited to office apps Teams ODFB Power BI)
- EndPoint (Systems & Mobile Phones) Technical trouble shooting and problemsolving skills
- IT Security Tools: Familiarity with various security tools and best practices
- Active Directory: Experience with managing and troubleshooting Active Directory
NonTechnical Skills
- Oral & Written communication skills to effectively communicate with endusers in clear understandable and concise nontechnical terms
- Ability to write technical documentation
- Flexible/adaptable
- Customer Service Focused
Professional Experience
- At least 3 years experience in a related role
Certifications (Good to have)
- Microsoft certification MCSE MTA etc.
- A or equivalent Understanding of computer and server hardware
- ITIL
- ServiceNow or other cloudbased Help Desk system
- Use of remote troubleshooting tools e.g. Zoho
- Azure Basics
Additional Information :
Disclaimer
The information about this job description given above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
