Service Desk Analyst

Responsibilities:

• Candidate will act as Single Point of Contact (SPOC) as a team for the end users for all IT-Service Desk related topics.
• This includes IT-Infrastructure and Business Applications e.g. Navision, MS CRM/Dynamic 365, SharePoint, SharePoint Online, Sales Tool, etc.
• Register and resolve all IT related 1st level/2nd level incidents and requests.
• NOC Monitoring.
• Windows Imaging/Reimaging Task.
• User Access Management tasks in Active Directory (User Creation/Deletion/Modification). Similarly, for Exchange, Skype for Business, MS Team, OneDrive, O365, and other Business Accounts, etc.
• Software Deployment via ENTEO Tool.
• Collection and documentation of best-practice/processes and other technical process.
• Escalation of unresolved or out of team scope tickets to the next level support.
• Ensuring end user satisfaction by providing best in-class customer services

Requirements:

• Service Desk Analyst must have Bachelor degree i.e. BCA, B-Tech or relevant technical Degree or Diploma.
• Should have minimum 3 years of proven experience in 1st & 2nd level support.
• Knowledge and working experience in any one of the following areas and certification will be add-on:
• MS Navision
• Dynamic 365
• SharePoint Online
• PSA
• O365
• OneDrive
• Cisco Meraki
• AWS or Azure basic.
•  Experience in NOC Monitoring to proactively monitor and escalate application, system, and network incidents to ensure maximum availability and performance.
• Good knowledge of Server Technologies, Networking, Automation Tool (MS Orchestrator) and Scripting (PowerShell etc.).
• Hands-on experience with Active Directory, User Creation/Deletion etc. Knowledge of Exchange and Skype for Business Management Console, will be add-ons.
• Hands-on experience end user applications e.g. O365, MS Outlook, Skype for Business, MS Team, Anti-Virus, FTP, LAN/WAN, VPN, Citrix, OS/System troubleshooting.
• Strong knowledge in Windows 10 and MS Office client technologies is a must.
• Very good communication skills and command of written and spoken English. Prompt in response to larger audience. Other languages e.g. German, Spanish will be add-ons.
• Knowledge and working experience of Best Practice concept ITIL/ITSM, certification will be add-on.
• Very sound knowledge with IT Remote Support and tools e.g. LogMeIn.
• Experience in monitoring of windows services. Troubleshooting and identifying the errors using event logs.
• Windows server Administration.
• Handling of errors related to servers.