IT End User Services Senior Analyst

Vertiv Co; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

Vertiv Co in Pune, India is seeking an IT End User Services Senior Analyst to provide foundational technical support across laptops, desktops, printers, and mobile devices, while acting as a first escalation point for local incidents.

You will work with the Platform Service Team on IT projects, perform hardware/software installs, maintain assets, support AV meeting rooms, and ensure compliance with security policies in a manufacturing/plant environment.

Qualifications

• Bachelor's 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; Experience with ServiceNow preferred.
• Proficient in verbal and written communications; able to explain complex IT issues to non-technical audiences.
• Can work effectively under pressure and with minimal supervision.

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 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.
• 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.
• 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.

Skills

IT support

Networking

Server infrastructure

Vendor coordination

Communication skills

Pressure handling

Education

Bachelor's degree in computer science or equivalent

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 company's 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

• Bachelor's 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.