IT End User Services Analyst

Vertiv Co; Thane; On-site; INR 450,000 - 600,000; Full time

Job summary

Vertiv in India is seeking an IT End User Computing support specialist to provide frontline help for internal and external users, troubleshoot PC hardware, software, and connectivity, and ensure compliance with security policies.

You will configure and maintain end-user devices, monitor ServiceNow tickets, coordinate with vendors and internal teams, and contribute to regional/global IT projects while keeping documentation up to date.

Qualifications

• Bachelor degree is required.
• ,
• In-depth knowledge of Microsoft Windows client operating systems (Windows 11/10/8/7) and Office 365.
• Experience with Microsoft Active Directory tools.
• Networking experience (TCP/IP, Ethernet, cabling, switches/routers, WIFI, VPN).
• Hardware troubleshooting for PCs, mobile devices, printers, and peripherals.
• Software installation and issue resolution.
• Experience with remote-support tools.
• Familiarity with ServiceNow or similar Help Desk systems.
• Strong customer service orientation and teamwork.
• Ability to communicate complex IT issues to non-technical users.
• Capable of working under pressure with minimal supervision.

Responsibilities

• Provide IT support for internal and external end-users in India and remote offices/sites.
• Build, configure, re-image, setup, update, repair, upgrade and maintain end-user computing devices to meet security policies.
• Monitor ServiceNow incidents and catalog requests and resolve within SLA.
• Coordinate with vendors and internal IT teams to accomplish tasks.
• Extend shift hours to support high-priority incidents and cover for team members.
• Basic troubleshooting of network connectivity and server infrastructure.
• Contribute to local/regional/global IT projects.
• IT asset disposal and records management.
• Documentation updates in ServiceNow and SOPs.
• Keep up to date with relevant technologies.

Skills

Windows OS

Active Directory

Networking

Hardware troubleshooting

Software installation

Remote support

ServiceNow

Customer service

Teamwork

Problem solving

Communication

Education

Bachelor degree

Tools

ServiceNow

Remote-control software

VPN

Office 365

Job description

JOB SUMMARY:

The End user computing (EUC) team’s responsibilities are providing the necessary IT hardware and software for Vertiv internal and external customers and supporting these during their lifecycle. Hardware (HW) includes desktop, laptop, printer, mobile phone, and peripherals. Software (SW) includes Vertiv’s Standard Operating Environment (SOE). IT support also involves connectivity between HW/SW and the network.

JOB RESPONSIBILITIES:

• Provide IT support for internal and external end-users in India and remote offices/ sites. Responsible for troubleshooting system/machine problems related to PC hardware, software, operating systems, and business applications.Serve as escalation for ServiceDesk.
• Build, configure, re-image, setup, update, repair, upgrade and maintain end-user computing devices (computers and mobile devices) to meet Vertiv’s compliance and security policies.
• Responsible for monitoring ServiceNow incident and catalog request tickets and resolving within a reasonable amount of time, ensuring SLA are met.
• Coordination with relevant parties (external vendors-warranty claims/contractors) and internal teams (other IT towers) to accomplish assigned tasks.
• Extend shift hours to support high-priority incident tickets, backup to members on leave and perform other duties or ad hoc tasks that Vertiv IT management may require.
• Basic troubleshooting knowledge on network connectivity and server infrastructure.
• Participate and commit to delivering team projects local/regional/global
• IT asset disposal - sorting, and boxing of the IT peripherals, accessories, desktops, and laptops for disposal. Removal of a long-term asset from the company's records.
• Documentation - updating ServiceNow/Team records/registers, creating user guides, updating Standard Operating Procedures (SOP)
• Keeping up to date with relevant technologies

JOB QUALIFICATIONS:

• Bachelor degree.
• In-depth knowledge of Microsoft Windows client operating systems, 11, 10, 8, 7 / Windows & Microsoft Office up to Office 365 Suite.
• Experience with Microsoft Active Directory software tools
• Considerable networking experience in TCP/IP, Ethernet, cabling, switch and router basics, WIFI, VPN
• Hardware troubleshooting and issue resolution of computers, mobile phone, printers and other peripherals
• Software installation and issue resolution
• Use of different types of remote-control software for remote troubleshooting
• Experience in ticketing system such as ServiceNow or other Help Desk platforms
• Customer-minded personality and always striving to deliver great and positive customer experience
• Team player, ability to work well in a team environment at all levels
• Problem solver, ability to solve complex problems and identify root cause
• Proficient in verbal and written communications. Also, able to communicate complex IT issues to non-technical
• Can work under effectively under pressure and with minimal supervision