Lead Consultant - IT OPS Sr Analyst AP

Inviting applications for the role of Lead Consultant - IT OPS Sr Analyst AP

In this role, you will manage incidents by registering, routing, tracking, and closing them in the ticketing system. You will troubleshoot operating systems, applications, and devices, handle service requests, prepare reports, maintain procedures, and ensure excellent customer rapport while adhering to service level agreements.

Responsibilities

Incident Management - Including registration, routing, tracking and closure of Incidents in the Ticketing System.

Perform troubleshooting activities on operating systems and applications including, by way of examples but not limited to :

MS Operating Systems

Productivity Suites - MS Office (earlier as well as later versions)

All commonly available 'Off the Shelf' applications.

Handle tickets related to IE, Network, VPN and related issues.

Basic troubleshooting of PCs, printers, scanners and fax machines.

Troubleshoot incidents on mobile devices like Android and iPhone.

Comprehend the issue, search in Knowledge Management tool and communicate / narrate effectively.

Windows Live meetings

Facilitate Service Requests such as IMACs and dispatch appropriate resolver group within the organization or a third-party vendor pursuant the Standard Operating Procedures for resolution.

Prepare daily reports enter tickets and / or update the Service Desk ticket tracking management software.

Interact with all the appropriate departments within IT in order identify problems and / or restore the service.

Document and maintain IT Service Desk related Standard Operating Procedures.

Maintain the appropriate service level agreement (SLA) on all tickets.

Accurately classify and document incidents and service requests.

Monitor and address tickets coming through self-service portal.

Establish and maintain excellent rapport with external customers.

Identify and learn appropriate software / hardware used by the organization.

Provide end-to-end user support by following up with end user confirm the ticket resolution / closure.

Qualifications we seek in you!

Minimum Qualifications

Service Desk experience in PC software and hardware support in a corporate environment.

Familiar with ITIL framework.

Experience of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.

Expertise in Active Directory administration, including creation of domain / exchange accounts.

Excellent troubleshooting skills.

Good interpersonal skills and attention to customer service.

Ability to work effectively in a fast-paced environment.

Ability to communicate effectively.

Ability to effectively prioritize incidents and service requests.

Ability to work flexible hours based on business demands - and on-call support in off business hours and on weekends, as necessary.

Preferred Qualifications / Skills

Master's degree in a relevant field.

Networking Certification

Exposure automation, gen AI, or chatbot tools.