IT End User Services Analyst
JOB SUMMARY:
The End user computing (EUC) team’s responsibilities are providing the necessary IT hardware and software for Vertiv internal and external customers and supporting these during their lifecycle. Hardware (HW) includes desktop, laptop, printer, mobile phone, and peripherals. Software (SW) includes Vertiv’s Standard Operating Environment (SOE). IT support also involves connectivity between HW/SW and the network.
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