IT End User Services Analyst

Vertiv; Thane; On-site; INR 320,000 - 520,000; Full time

Job summary

Vertiv is seeking an IT Helpdesk professional to provide end-user computing support for internal and external users in India. The role covers hardware and software maintenance, including PCs, laptops, printers, and mobile devices, with tasks spanning setup, imaging, upgrades, and compliance with security policies.

The candidate will monitor ServiceNow tickets, resolve incidents within SLAs, and collaborate with vendors and IT teams to ensure seamless operations.

Qualifications

• Bachelor's degree required.
• Strong knowledge of Windows client OS (Windows 11/10/8/7) and Office 365.
• Experience with Microsoft Active Directory tools.
• Networking basics: TCP/IP, Ethernet, cabling, switches/routers, WiFi, VPN.
• Hardware troubleshooting for PCs, mobiles, printers, and peripherals.
• Software installation and issue resolution; remote support tools.
• Experience with ServiceNow or similar help desk platforms.
• Customer-focused, team player, and able to communicate technical issues to non-technical users.

Responsibilities

• Provide IT support for internal and external end-users in India and remote offices/sites.
• Build, configure, image, setup, update, repair, and maintain end-user devices per security policies.
• Monitor and resolve ServiceNow incidents and requests within SLAs.
• Coordinate with vendors and internal IT teams to complete tasks.
• Extend support hours for high-priority incidents and assist teammates on leave.
• Basic troubleshooting of network connectivity and server infrastructure.
• Contribute to team projects at local/regional/global levels.
• Handle IT asset disposal and documentation in ServiceNow and SOPs.

Skills

Windows OS

Active Directory

Networking (TCP/IP)

ServiceNow

Remote troubleshooting

Customer service

Teamwork

Problem solving

Education

Bachelor degree

Tools

ServiceNow

Remote desktop tools

Job description

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

About Us

The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES

• High-Performance Culture
• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength

VERTIV BEHAVIORS

• Own it
• Act with urgency
• Foster a customer-first mindset
• Think big and execute
• Lead by example
• Drive continuous improvement
• Learn and seek out development
• Promote transparent & open communication

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [e-mail]