Service Desk Analyst

Service Desk Analyst

Company 3 | Pune, MH, IN

Posted a month ago

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Job Purpose
The Service Desk Analyst will be part of a team of analysts responsible for providing front line, Tier 1 support for all of Co3-Method global user population. The focus of support will be on shared services and related applications. This includes Email, Network Access, User Account Provisioning, application support and level 1 hardware support. This position will report to the Service Desk Manager.
This position requires a unique blend of strong technical and business skills combined with customer-focused professional experience. The strongest candidate will bring a track record of strong follow-through and consistently keeping commitments to internal business stakeholders, IT team members and external vendor partners.
Roles & Responsibilities

AD Account management and User Provisioning: The Service Desk Analyst will be responsible to follow processes to manager User accounts in a Microsoft AD (Hybrid) environment. The Service Desk will manage all User Provisioning requests such as onboarding, offboarding, account change, or position change of users within the company.
Software and Application Support: The Service Desk Analyst will be front line team to engage with Users to assist or resolve issues related to Microsoft Suite of applications, Shared Services applications, Network connectivity issues related to application access.
Hardware Support: The Service Desk Analyst will be front line team to engage with Users to support, diagnose, escalate computer hardware issues, Windows OS and Mac OS issues.
Security Issues: The Service Desk Analyst will be the front-line team to diagnose and escalate security issues related to identity management, phishing, and other security related investigations.
Adherence to Process and Procedures: The Service Desk Analyst will adhere to strict processes related to job functions that deal with account access, account modifications, elevated access, interaction with secure data, etc. The Service Desk Analyst will work within a ticket system and be responsible for documentation of all activities. Ticket resolution is owned by the Service Desk and the Analyst will follow all procedures for escalation, follow-through to resolution.

Bachelor’s Degree in Information Technology, Technical Degree or Equivalent (certifications and experience) with the primary focus on data management and/or programming.
Experience working in an enterprise, multi-tiered, interdependent environment.
Minimum 3 years of experience in a Service Desk or similar technical support role.
Subject Matter Expert knowledge of Microsoft Active Directory, Microsoft Office 365 platform, Microsoft Server and Windows Operating Systems.
Functional knowledge of Mac OS and Mac OS software.
Functional knowledge of Microsoft Intune, and Defender ATP plus security platform.
Excellent organizational, analytical, and problem-solving skills.
Proactive engagement and a focus on continuous improvement.
Strong issue management skills to assist with issue identification and problem resolution.
Strong documentation, communication, and collaboration skills.
Strong demonstrated abilities to work within team framework.
Demonstrates a customer-service oriented approach to problem solving and gathering feedback to determine continuous improvements.