IT Analyst – Help Desk (Service Desk Level 1)

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Job Description

Job Description
Job Description for EUC ServiceDesk Level 1
Job Position: IT Analyst Helpdesk
Designation: Analyst/Sr. Analyst
Job Description

  • Provide hardware / software / network problem diagnosis / resolution via telephone for customer's end users
  • Route problems to internal I.M. support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.
  • Administer and provide User Access and Exit controls.
  • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
  • Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
  • Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.
  • Training: Be willing to participate in on the job training designed to enhance skills and support capabilities.
Eligibility, Knowledge, Skills & Experience
  • 3-4 yrs of University education post High school (B.Sc. or Diploma)
  • 1-2 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
  • Phone support experience is mandatory
  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem-solving skills required.
  • Hands-on work experience with the following:
    • Windows Operating systems - Windows XP/ 7 /10
  • Remote desktop connectivity applications
  • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange
  • MS Outlook:
    • Configuring the MS Outlook - via Exchange or POP
    • Making Calendar entries - setting up meetings
    • Sharing of calendar address book and contacts.
    • Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email.
    • Setting up Rules in MS outlook
  • Internet Troubleshooting:
    • Knowledge of the working principles of DHCP and DNS.
    • Setting up/troubleshooting wired and wireless connections.
    • Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress.
    • Troubleshooting internet explorer issues - like secured sites not opening
    • Knowledge of troubleshooting no network connectivity issues - like limited or no connectivity issues, page cannot be displayed
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • Others: Adobe Acrobat and other common desktop applications
  • Basic knowledge of ITIL processes
  • Willing to work in 24 x 7 operations