IT End User Services Senior Analyst

Vertiv Energy; Pune District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Vertiv Energy in Pune, India seeks an IT End User Services Senior Analyst providing frontline support for laptops, desktops, printers, and mobile devices, and acting as escalation point for local incidents. The role collaborates with Platform Service Team to sustain corporate infrastructure and IT projects.

You will manage end-user hardware/software issues, perform Windows OS and Office troubleshooting, coordinate with global teams, assist with AV conference devices, backups, asset disposal, and

Qualifications

• Bachelor's degree in computer science or equivalent experience.
• Lead IT End User operations and/or customer-facing support.
• 4-7 years managing IT infrastructure setup.
• Understanding of networking, server infrastructure, IT asset management, and vendor coordination.
• Able to create and manage IT tickets; experience with ServiceNow preferred.
• Proficient communication; able to convey IT issues to non-technical users.
• Thrives under pressure with minimal supervision.

Responsibilities

• Respond to service desk tickets and outages via phone, email, or online systems.
• Provide second-level hardware and software support.
• Install, configure, and maintain end-user devices.
• Troubleshoot Windows OS and Office 365.
• Coordinate with global team for issue resolution.
• Support audio/video conference devices.
• Assist with IT asset disposal and backup operations.
• Maintain data confidentiality.
• Attend meetings with Asia support team.

Skills

End User Support

Networking Basics

Communication Skills

Troubleshooting

Education

Bachelor's degree in Computer Science

Tools

ServiceNow

Job description

IT End User Services Senior Analyst

POSITION SUMMARY

• The IT End User Services Senior Analyst provides foundational technical support to all users. They assist in analyzing and troubleshooting issues related to end-user computing digital assets (e. g. , laptops, desktops, printers, mobile phones) and serve as a point of escalation for incidents that require local resolution. Should have knowledge network and server troubleshooting. They work alongside the Platform Service Team to support corporate infrastructure and participate in various IT projects.

RESPONSIBILITIES

• Respond to service desk tickets and outages via phone, email, or online systems, ensuring incident management and escalation when necessary. 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 (computers and mobile devices) to meet Vertiv s compliance and security policies Provide second-level user support for hardware and software issues.
• Assist in hardware and software installation/configuration according to corporate policies and guidelines.
• Aid in troubleshooting and diagnosing hardware/software errors. In-depth knowledge of Microsoft Windows client operating systems, 11, 10, 8, 7 / Windows Microsoft Office up to Office 365 Suite.
• Support basic network and server troubleshooting. Coordinate with global team for immediate resolution and permanent fix plan for recurring issues.
• Provide hands-on assistance for Audio/video conference meeting room devices.
• Help with local backup operations in alignment with corporate policies and support IT audit requirements.
• IT asset disposal - sorting, and boxing of the IT peripherals, accessories, desktops, and laptops for disposal. Removal of a long-term asset from the companys records.
• Maintain confidentiality on all user data and related information.
• Strong emphasis on Manufacturing and/or Plant experience
• Being part of Asia support team, need to attend meetings with global team weekly monthly for projects.

QUALIFICATIONS

• Bachelors degree in computer science or equivalent experience.
• Lead IT End User operation and/or Customer Facing support
• 4-7 years of experience in managing IT infrastructure setup.
• Good understanding of networking, server infrastructure, IT asset management, vendor coordination.
• Ability to create and manage IT tickets effectively is required. Experience with ServiceNow preferred
• Proficient in verbal and written communications. Also, able to communicate complex IT issues to non-technical
• Can work effectively under pressure and with minimal supervision.