Service Desk Analyst / IT Administrator - Pune
- Teqfocus
- 3 - 5 years
- Pune
- 3 years ago
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Job Description
Roles and Responsibilities
IT support help desk/Service Desk Analyst | 3yrs-5yrs
Immediate Joiner Required |Location Pune/Remote
Our Story- What started as a small team has now become a wide-reaching company that caters to growing digital demands, globally. As aleading digital transformation company,we enable people and organizations by radically simplifying IT with multi-cloud, app modernization, digital workspaces, cloud networks and security as fundamental technology platforms.
Our community instigators of innovation and transformers of technology as we envision and create whats next in IT. Get connected to an engine of opportunity fuelled by the transformative services and solutions we bring to market, the passion and trust we inspire in our customers, and our collaborative drive to imagine, define and deliver the future of IT. We are passionately driven to make an impact while contributing back to the community.
Our Service-Teqfocus streamlines the journey for organizations to become digital businesses that deliver better experiences to their customers and empower employees to do their best work. All through our solutions across compute, cloud, networking and security, and digital workspace.
Our Achievement - Since our founding in 2011, our employees have been behind the technology innovations transforming the public and private domains in EdTech, fintech and Non-profit sectors across North America, Europe and Africa.
The role:
As a Second Line Service Desk Analyst, you will play a key role in supporting our technology products. You will work on delivering world class support for exciting, transformative cloud-based technology products, while adhering to agreed service level agreements with internal and external customers as well as managed service providers.
You will be primarily working on our busy service desk, answering queries via phone, email & instant message from our wide range of managed support customers. This role requires out of hours work and may require early morning, evenings and weekend cover according to business demands.
The detail: day-to-day work
- Manage a wide range of incoming requests and incidents from across the organisation escalating through internal procedures as required
- Working within agreed SLAs to provide a seamless experience to all our employees and stakeholders.
- You will be supporting users with your expertise in Office 365, Azure, Active directory, Teams, SharePoint and other cloud-based technologies within the organisation.
- Contribute to the design of internal processes, offering creative solutions and recognizing opportunities for improvements to develop or refresh these as appropriate
- Provide support remotely across our regional offices and staff working from home within the UK.
- Excellent supplier and stakeholder management to ensure the availability of business-critical services and hardware to the business
- Clear, concise and informed communications with users and stakeholders while being customer-service oriented with a problem-solving attitude.
Youll take ownership for:
- Managing incoming tickets, triaging and prioritizing as appropriate, providing the customer with a first-class experience
- Ensuring you are supporting users in accordance to the service level agreements and communicating key updates
- Take lead in maintaining and ensuring the quality of all documentation, processes and knowledge base articles relating to the service desk support
- Attending daily Scrum meetings to highlight any support issues with the IT Operations team.
- Assist First Line Service Desk Analysts and other support functions during busy business periods.
About you
The essentials:
- Extensive experience in efficiently managing ticket queues, SLAs and escalations. You can speak
- confidently to both technical and business users and turn customer issues into satisfactory resolutions.
- Extensive experience with service desk, remote support applications and end point management tools.
- Strong problem-solving skills with the ability to think creatively as well as logically for prompt resolutions.
- Strong written and verbal communication as well as interpersonal skills, with a proven track record of delivering high quality customer service.
- Expert working knowledge of cloud-based technology products such as Microsoft 365, Azure, Active directory, Teams, SharePoint.
- Proficient working knowledge of computer hardware, networking and cyber security.
- Proven track record of taking ownership of incidents, tasks or objectives using initiative to drive them to a conclusion.
- High level understanding of ITIL, with experience of supporting users and following processes in accordance to ITIL best practices
- Extensive experience managing assets in a CMDB, in accordance with asset management processes and procedures
The nice to haves:
- ITIL accreditation, CompTIA A+, Network+, CCT, CCNA or MTA Certification
- Working knowledge of Agile and Scrum methodologies
- Salesforce Administration experience
- Fresh Service, Zoho Assist & JIRA experience
- Experience delivering projects and tasks to improve service offerings
- The main responsibilities of this role are described here. As our needs as a charity change, we may need to make reasonable changes from time to time.
Three Pillars of Teqfocus:
People First:At the heart of what we do is our people who add meaning and purpose in our daily engagements, its in hearing their personal stories and aspiration we bond ourselves to achieve something greater together, we cherish individuals dreams and acknowledge we live for someone or something we love to achieve in our life span.
Growth Mindset: We like people who question the status quo and who dare to take risk and are not afraid of failures. We at Teqfocus encourage that learning as no age and no Title and we truly believe only if we continuously push ourselves to be the best version, we can make a difference in the world.
Impact Lives: We just done sell IT services but we make sure through our service we impact the lives of people around us and every engagement is a way for us to give back to society which made us. This not an obligation but the very core of what we do here at Teqfocus.
If youre interested, so are we! Send your resume our way, and well reach out to you if we are interested in moving forward.
At Teqfocus we are best defined by our appetite to lead the world towards absolute business automation. Being a global technology consultant in AWS and Salesforce to some of the worlds leading organizations, we help redefine enterprises by bridging the gap between business solutions and technological execution. The two things that run on our minds are optimizing the customer experience and empowering our clients to develop the might of continuous change thats required to remain relevant, now and in the future. Our team of experienced tech gurus helps navigate, guide, and enable companies to speed up their digital transformation through our efficient automation processes, tools, and diverse industry expertise.
Our agile working style allows you to be more flexible. Do you need to start late, finish early, or just want to mix things up? That's fine; our Agile Working policy prioritizes results above absenteeism. If you require a reliable and clear work schedule to support your life, talk to us about flexible working possibilities. Over a hundred of us already have a flexible work arrangement in place, with over 70 alternative working patterns. We're waiting to hear from you.
Join us to make a difference
Email-id: me*************a@te*****s.com
https://www.teqfocus.com/
https://www.linkedin.com/company/teqfocussolutionsinc/
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT & Information Security,
Role Category: IT Infrastructure Services
Role: IT Infrastructure Services
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Contact Details:
Company: TeqfocusLocation(s): Pune
Website: https://www.teqfocus.com
Keyskills: IT Helpdesk IT Service Desk IT Administrator IT Support Engineer Service Desk Analyst IT Support IT Infrastructure
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