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