IT Support Analyst 1

RSM US in India; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Benefits offered by this job

Collaborative environment

Opportunities for growth

Job summary

RSM US in India is seeking a Service Desk Analyst to provide first level technical support for various applications. The role includes phone and live chat support, hardware maintenance, and user training for new employees.

The ideal candidate will have an Associate degree in Information Systems or equivalent experience, along with 1-3 years in IT or customer service. Skills in Microsoft Windows OS and MS Office Suite are essential.

This position offers a supportive work environment where employees can thrive and grow.

Qualifications

• 1-3 years relevant experience in IT or Customer Service.
• Proficient in hardware and applications support.
• Excellent verbal and written communication skills.

Responsibilities

• Provide first level technical support to users.
• Monitor and remove virus, spyware, and non-authorized software.
• Complete PC setups and training for new employees.
• Install and upgrade network printers, scanners, and devices.

Skills

Troubleshooting skills

Communication skills

Organizational skills

Multitasking ability

Education

Associate degree in Information Systems, Business, or related field

Tools

Microsoft Windows OS

MS Office Suite

ServiceNow

Microsoft Active Directory

Job description

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. Youll find an environment that inspires and empowers you to thrive both personally and professionally. Theres no one like you and thats why theres nowhere like RSM.

Job Description

The Service Desk Analyst is a member of the Service Desk team. They are responsible for first level technical support of all supported applications. They will respond to user inquiries regarding incidents with applications, networks, platforms, and servers. In addition, they will answer questions via phone and electronic mail related to the use of supported software and hardware systems. They will escalat to L2 and L3 as appropriate. Additional responsibilities to include:

• Provides technical support by phone and live chat to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software applications.
• Support and maintenance of PCs including but not limited to:
  • Complete PC setup and deployment for new employees using standard hardware, images, and software.
  • Train new employees on the use of PC and other networked equipment using standard training documents.
  • Assign users and computers to proper business groups in Active Directory.
  • Perform timely workstation hardware and software upgrades.
  • Troubleshoot and resolve hardware, connection, and software issues reported
  • Coordinate with authorized vendor for PC hardware repair.
  • Monitor and remove virus, spy-ware, and other non-authorized software.
  • Maintain and/or coordinate local hardware inventory
  • Maintain local office network devices and print server
  • Install and upgrade network devices as required
  • Report server issues to appropriate networking teams and assist in troubleshooting
  • Setup and maintain network printers, scanners, and multi-function devices as well as facilitate repairs
• Complete various projects and tasks as assigned as such:
  • IT focus groups
  • Remediation projects (OS and Hardware).
  • Reconciliation of licenses associated with locally purchased software.
  • Coordinate with local vendors for cabling, HVAC, phone system, printer/fax, and other IT related facilities maintenance.
  • Tasks related to potential office remodels or relocations
  • Support firm software
  • Support Desktop Management with post-mass deployment issues of standard software
  • Provide IT support for local software within region
  • Upgrade local server software as necessary

Education

• Associate degree in Information Systems, Business, or related field, or equivalent experience.

Technical/Soft Skills

• Working knowledge of hardware and applications including but not limited to:
  • Microsoft Windows OS, MS Office Suite, asset management, Microsoft Active Directory, computer imaging software, ServiceNow, endpoint security protection, enterprise backup solutions, hard disk encryption software, PC hardware, printers, and other networked equipment.

Special Requirements Specific to Job

• Excellent verbal and written communications
• Demonstrates a working knowledge of the technology tools required within assigned responsibilities
• Effective organization and time management skills
• Ability to manage multiple tasks
• Strong attention to detail
• Ability to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times and exercise patience and professionalism during stressful situations.
• Ability to work in a highly collaborative environment and consult effectively with employees at all levels.

Experience

• 1-3 years relevant experience in IT or Customer Service.

Management

• N/A

Preferred Requirements

• Bachelors degree