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 :

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

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.

Nice to have :

Linux environment