Senior Analyst

eClerx LLC; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading IT services company is seeking an experienced IT Helpdesk Lead to provide support for system and network troubleshooting. Candidates should possess 4+ years of end-user support experience and strong customer-service skills. The role requires effective team management, solid technical knowledge, and the ability to guide others. Applicants must be comfortable working in rotational shifts and managing IT asset movements. This is an excellent opportunity for someone seeking to further their career in a dynamic environment.

Qualifications

• 4+ years of experience in end user support (IT).
• Solid technical background with non-technical instruction skills.
• Ability to guide and coach a team.

Responsibilities

• Provide L1/L2 support for system and network troubleshooting.
• Handle IT asset management and movement.
• Contribute to improving customer support and handle complaints.

Skills

Proficient in Service Now Incident, Problem, and Change Management

Good in creating and preparing reports

Understanding of Microsoft Windows systems

Good in analysing root cause

Customer-service oriented

Teamwork and managerial skills

Education

Bachelor's degree in Information Technology or related field

Job description

Job Description

• processes and fixes.
• The ability to create and deliver presentations as necessary
• Proficient in Service Now Incident, Problem, and Change Management.
• L1/L2 support for System and network troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Contribute to improving customer support by actively responding to queries and handling complaints
• Support India as well as onsite international users
• Own and execute IT asset movement and management
• Ability to install and troubleshoot All in One and Laser Printers.
• Good in creating and preparing reports
• Good escalation handling
• Understanding of Microsoft Windows systems and network security concepts
• Good in analysing root cause and providing the resolution
• Ability to guide and coach the team
• Comfortable in working in rotational shifts
• Shift roster management Specific Domain / Technical / Functional skills
• Proven work experience as an IT Helpdesk Lead
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Teamwork, Team lead and managerial skills.
• Extensive knowledge and advanced troubleshooting skills of the applications comprising the Global Core Loadset.
• The ability to read, write, speak, and understand the English language.

Other Requirements

• Overtime will be required from time to time during projects and times of increased workload.
• 24 * 7 shift support.

Experience

• Extensive knowledge of IT operations.
• Educational Qualification Information Technology or relevant field Experience Level 4+ years in end user support (IT).