Senior Analyst

Job Description
EUSG Helpdesk
Proficient in Service Now Incident, Problem, and Change Management.
L1/L2 support for System and network troubleshooting
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Contribute to improving customer support by actively responding to queries and handling complaints
Support India as well as onsite international users
Own and execute IT asset movement and management
Ability to install and troubleshoot All in One and Laser Printers.
Good in creating and preparing reports
Good escalation handling
Understanding of Microsoft Windows systems and network security concepts
Good in analysing root cause and providing the resolution
Ability to guide and coach the team
Comfortable in working in rotational shifts
Shift roster management Specific Domain / Technical / Functional skills
Proven work experience as an IT Helpdesk Lead
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Teamwork, Team lead and managerial skills.
Extensive knowledge and advanced troubleshooting skills of the applications comprising the Global Core Loadset.
The ability to read, write, speak, and understand the English language.
Other Requirements:
Overtime will be required from time to time during projects and times of increased workload.
24 * 7 shift support.
Experience:
Extensive knowledge of IT operations.
Educational Qualification Information Technology or relevant field Experience Level 4+ years in end user support (IT).

Skills
Customer Support

Work arrangement
No