Help Desk Support Analyst I

About your role:

You will report to Help Desk Analyst, Operations for our Mumbai office

Yo u will be based in Delhi office and provide Tier I & Tier II support in a high volume capacity responding to calls among a small team. The Global IT Team will support you.

How your day will unfold:

Escalation Management (25 % of time):

• Leverage Endpoint Manager/Autopilot
• Escalate priority support issues to senior staff and/ or corporate technology groups
• Collect and forward all relevant information prior to escalation to allow seni or staff to operate efficiently
• Maintain a positive working relationship with business lines and other departments

Networking & Troubleshooting (50% of time):

• Prioritize and schedule work as necessary to maintain department service level agreements
• Maintain and monitor department mailbox
• Update and maintain cases in a timely fashion
• PC hardware and software procurement
• Basic networking skills and troubleshooting
• Wireless and remote connectivity troubleshooting
• Works within a small or large systems team and contributes independently
• Understands roles and responsibilities within the team

Technical Documentation (25% of time):

• Writes clear and concise technical documents.
• Enhances team productivity by helping others
• Provides technica l supervision on small projects
• Working well with both internal and external group teams

Qualifications and Requirements we seek:

• Education : You hav e a Bachelor s degree in IT, Computer Science, engineering or relevant field
• Experience : You have 2+ years of relevant, full-time work experience in the application support, supporting users in a remote/help desk environment
• Experience in endpoint/workstation experience - Dell preferred
• Experience in support Windows 10/11 in a corporate environment
• Experience in support MS Outlook
• Experience in support MS o365 suite desktop/web apps
• Experience in Azure/Endpoint Manager experience
• Must be team oriented and possess strong oral and written communication skills.
• Able to prioritize and multi-task effectively while working in a fast-paced, demanding environment
• Strong analytical and troubleshooting skills
• Certifications are a plus - Microsoft preferred
• Languages : Full fluency in English requir ed and second language preferred
• Requirements : Existing work authorization is required where this position. WRI is unable to authorize visa work authorization