Associate Technical Analyst - Desktop Support Job in Mumbai at Computacenter

ComputaCenter is hiring for the role of Associate Technical Analyst - Desktop Support!

Responsibilities of the Candidate:

• Provide first-level technical support for desktops, laptops, printers, and other peripherals.
• Ensure to keep the agreed KPIs (SLA/ OLA)
• Install, configure, and troubleshoot Windows operating systems and basic software applications (MS Office, browsers, antivirus, etc.)
• Perform a range of technical work activities either remotely or at customer site to meet business and customer requirements including device imaging, IMAC support.
• Maintain and improve customer satisfaction by providing consistent customer experience
• Monitor all tickets and assisting with escalations in line with company processes to ensure customer demands are met
• Coordinate with higher-level support or vendors when necessary.
• Maintain asset inventory in the client tool and documentation.
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organization
• Manage incidents and request tickets via assigned queue in customer’s ITSM system (BMC Remedy)
• Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.

Requirements:

• Below 3 years of experience is required for Associate Technical Analyst position
• Fluent in English and in any other relevant support language (if second language is required)
• Proven experience with Customer service and confidence in communication with internal and external customers
• Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
• SLA and OLA orientated and can prioritize on urgency and requirements
• Working knowledge of Windows, Office O365
• Good interpersonal, literacy and numeracy skills
• Works under supervision, team player, able to learn new tasks/areas quickly and willing to progress
• Able to follow instructions and procedures
• Demonstrates an organized approach to work.
• Good communication skills
• Independent, result-oriented and structured work under pressure