Service Desk Analyst

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