Desktop Support Analyst

Candidate will interact onsite and remotely with users to provide support with workstation applications such as Microsoft Exchange / Outlook, Microsoft Office in an on premise or cloud-based solution; access control policies via Windows Active Directory; remote access assistance and hardware issues.

• 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 :

Nice to have :