GSD Analyst

NOBL Q; Chennai District; On-site; INR 400,000 - 600,000; Full time

Job summary

NOBL Q in Chennai is seeking an IT Support Specialist to provide first-level support for IT tickets. You'll be the single point of contact for troubleshooting desktop hardware, software, and mobile devices, while communicating effectively with a multicultural user base in English. Candidates must have a degree or diploma in computer science and strong experience in supporting both Windows and MAC operating systems. This role demands excellent communication and problem-solving skills.

Qualifications

• Strong experience in supporting core endpoint applications, hardware and peripherals.
• Basic troubleshooting knowledge on mobile devices (Intune).
• Awareness of AD, Azure fundamentals, MFA, and O365.

Responsibilities

• Act as a single point of contact for all IT tickets.
• Provide first-level resolution on desktop hardware and software.
• Communicate with a global user base in English.

Skills

Windows operating system support

MAC operating system support

Hardware and peripherals support

Mobile device troubleshooting

Excellent communication skills in English

Problem-solving skills

Education

Degree Diploma in computer science or related field

Tools

Verint ITSM tools (Service Now)

Job description

Responsibilities

• Service desk to be single point of contact for all IT tickets
• Global support contact for IT services and application first level support
• Create incidents SR and provide first level resolution on desktop hardware, software and applications
• Provide Live Chat support
• First level triage and resolution of incidents using knowledge repositories or soaps available in addition to baseline troubleshooting skills of level one agent
• Resource requires basic application troubleshooting skills that are agnostic to application [application base access troubleshooting]
• Create knowledge base articles required to enhance ability on the team
• Escalation of Incidents to higher support tiers as needed per OLA/SLA.
• Coordinate with level 2 (desk side, applications and infra support teams)
• Communicate with multicultural and global user base over phone, email and chat in English language.
• Maintain compliance with Verint operational, ITSM and security procedures
• Leverage Verint provided ITSM tools (Service Now)
• Participate in weekly staff meetings and training sessions as needed
• Participate in shift transition efforts to ensure seamless handling of support activities

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

REQUIRED QUALIFICATIONS

• Degree Diploma in computer science or related field
• Strong experience in supporting Windows MAC operating system, Core endpoint Applications, hardware and peripherals and mobile device
• Basic troubleshooting knowledge on Mobile device knowledge (Intune)
• Awareness of AD Azure fundamentals MFA O365
• Strong troubleshooting and problem-solving skills
• Ability to write detailed reports and procedures
• Ability to work under pressure
• Excellent oral and written communication skills in the English language.