Systems Analyst - Bengaluru, India - XENIA

    XENIA
    XENIA Bengaluru, India

    2 weeks ago

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    Description
    Job Responsibilities

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    • Oversight and technical analysis of incoming end user service requests – Can be managed remotely
    • Provide on-site support to Med Express Administrative offices during regular business hours
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    • Remote client side support
    • Advanced Helpdesk troubleshooting tasks including, but not limited too User account management,o File server/share managemento Exchange mailbox administrationo Network-based printers and multi-function devices
    • Fully documents problem symptoms and captures all relevant system and application information within the IT Knowledge base system.
    • Clear the backlog of the tickets in system.
    • Independently resolves most problems/questions that arise, and consults with senior team members or other technical staff only on unusual or especially difficult issues
    • Recognizes problem issues that affect multiple end users and work with other IT teams to prioritize and solve quickly.
    • Log all calls in the Service Desk ticketing systems
    • Escalate all out of scope issues in adherence of SLA timelines
    • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner. Persistent review of the aging ticket queue to ensure SLA goals are achieved.
    • Working knowledge of current network topology, TCP/IP network troubleshooting in a WAN/LAN environment, office applications
    • Able to resolve technical problems over the phone with emphasis on troubleshooting ability
    • Able to identify and communicate trends and work with senior department team members to define corrective action
    • Competent use of AD to create and manage users, groups, and resources effectively
    • Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing on-site support to facilities as requested, and keeping up to date on Company and industry standards
    • Working knowledge of MS-Word, MS-PowerPoint and MS-Excel
    • Excellent English communication skills in written and spoken form
    • Solid interpersonal skills, passion around facilitation and end user service experience
    Required Skills


    • Bachelor's Degree or equivalent experience
    • 4+ years of IT experience
    • 3+ years of experience as L1/L2 technical support for desktop/laptop and servers
    • Experience with any ticketing tool (preferably Cherwell)
    • Understanding of basic ITIL process fundamentals
    • Understand basic fundamentals of hardware and software troubleshooting