IT End User Services Analyst

JOB RESPONSIBILITIES:

• Provide IT support for internal and external end-users in India and remote offices/ sites. Responsible for troubleshooting system/machine problems related to PC hardware, software, operating systems, and business applications. Serve as escalation for ServiceDesk.

• 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.

• Responsible for monitoring ServiceNow incident and catalog request tickets and resolving within a reasonable amount of time, ensuring SLA are met.

• Coordination with relevant parties (external vendors-warranty claims/contractors) and internal teams (other IT towers) to accomplish assigned tasks.

• Extend shift hours to support high-priority incident tickets, backup to members on leave and perform other duties or ad hoc tasks that Vertiv IT management may require.

• Basic troubleshooting knowledge on network connectivity and server infrastructure.

• Participate and commit to delivering team projects local/regional/global

• 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.

• Documentation - updating ServiceNow/Team records/registers, creating user guides, updating Standard Operating Procedures (SOP) 

• Keeping up to date with relevant technologies

JOB QUALIFICATIONS:

• Bachelor degree.

• In-depth knowledge of Microsoft Windows client operating systems, 11, 10, 8, 7 / Windows & Microsoft Office up to Office 365 Suite.

• Experience with Microsoft Active Directory software tools

• Considerable networking experience in TCP/IP, Ethernet, cabling, switch and router basics, WIFI, VPN 

• Hardware troubleshooting and issue resolution of computers, mobile phone, printers and other peripherals

• Software installation and issue resolution

• Use of different types of remote-control software for remote troubleshooting

• Experience in ticketing system such as ServiceNow or other Help Desk platforms

• Customer-minded personality and always striving to deliver great and positive customer experience 

• Team player, ability to work well in a team environment at all levels 

• Problem solver, ability to solve complex problems and identify root cause

• Proficient in verbal and written communications. Also, able to communicate complex IT issues to non-technical

• Can work under effectively under pressure and with minimal supervision