Global IT Service Desk Analyst Job in Vadodara at Lucy Electric

Lucy Electric is hiring for the role of Global IT Service Desk Analyst!

Responsibilities of the Candidate:

• Ensure all assigned incidents, requests and queries are progressed within agreed service levels
• Escalate urgent Service Requests or Incident raised by critical resources. 
• Escalate cases that have not been resolved within the established turnaround times.
• Develop existing processes and procedures to troubleshoot and create articles for known issues and share knowledge with colleagues.
• Adhere to ITIL Service Management (ITSM) best practice and techniques whilst following Service Desk policies, procedures, and guidelines.
• Work with other team members to continually improve all aspects of IT services that deliver value and enhanced the end-user experience.
• Monitor logic monitor screen and alert or raise incident if there is any critical issue observed. 
• Continue to improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks.
• Provide enhanced and expedited support to VIP and critical business users.
• Proactively seek out opportunities for continual improvement. Own and progress these opportunities ensuring maximum value is achieved. 
• Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.
• Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service.
• Create and update Knowledge Items and other relevant documentation.

Requirements:

• Degree in an IT related subject
• 1+ years’ experience in IT Service Desk support
• ITIL3/ITIL4 Certification, or 1+ years’ equivalent experience in an IT Service Management environment
• An understanding of Infrastructure technologies (e.g. Networking/SDWAN, SAN, VMWare, DNS, AD)
• An understanding of the Microsoft Eco System and services, specifically Azure and M365. 
• Operational experience of ServiceNow (ITSM - Incident Management; Request Fulfilment; Problem Management)
• An awareness of Information Security (InfoSec) and Cyber Security
• Azure Fundamentals 
• M365 Administration
• Information & Cyber Security Fundamentals
• Business Intelligence) BI) Tooling – Power BI
• Network Fundamentals
• Strong understanding of cloud technology
• Good knowledge of Office 365 and MS Operating Systems
• An enthusiastic commitment to delivering and maintaining a positive End-User Experience.
• An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big
• Experience using ITSM tools such as ServiceNow 
• Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange