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