Support Analyst - Desktop

Position Overview:

• Provide 24x5 support on-site and to a global community of approximately 500 + users as per business requirement;
• Provide on-call weekend support on a rotational basis;
• Manage raised requests and incidents in a timely manner following well-rehearsed internal request runbooks/knowledge based and incident management and request fulfillment processes;
• Partner with Level 2 & 3 internal and external teams/vendors as appropriate to help troubleshoot more complex incidents;
• Provide alert management to pro-active resolve failure alerts, degraded services and unavailable services through internal monitoring tools;
• Proactively automate common tasks to improve efficiency and increase productivity;
• Collaborate with internal and external teams to develop strategic solutions;
• Perform related duties & responsibilities as requested.

Required Qualifications:

• Detailed knowledge and experience in a Microsoft environment supporting Windows 10, Windows Server 2012+, Office Suite including Outlook, Office 365 and Azure, including OneDrive, DLP and SharePoint
• Detailed knowledge and experience with Active Directory, Group Policy, remote access solutions and software deployment
• Detailed knowledge and experience installing, troubleshooting and managing desktop hardware;
• Relentless dedication to customer service
• Works with minimum supervision, proactively follows up on outstanding issues/tickets
• Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively
• Strong analytical, prioritizing, interpersonal, problem-solving skills
• Strong verbal and written communication skills
• Demonstrated collaborative skills and ability to work well within a team
• Ability to work in a fast-paced and deadline-oriented environment
• Self-motivated with critical attention to detail, deadlines and reporting
• Demonstrated interest in learning about new and emerging technologies
• Self-directed learner and ability to find solutions to problems they have not encountered before.
• Degree in Computer Science, Engineering or related field or experience.