You are viewing a preview of this job. Log in or register to view more details about this job.

IT Analyst – Helpdesk

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:
o  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:
o  Configuring the MS Outlook - via Exchange or POP
o  Making Calendar entries - setting up meetings
o  Sharing of calendar address book and contacts.
o  Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email.
o  Setting up Rules in MS outlook

·        Internet Troubleshooting:
o  Knowledge of the working principles of DHCP and DNS.
o  Setting up/troubleshooting wired and wireless connections.
o  Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress.
o  Troubleshooting internet explorer issues - like secured sites not opening
o  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