IT Service Desk Analyst I Job in Vadodara at T.D Williamson Inc.

T.D. Williamson Limited is hiring for the role of IT Service Desk Analyst!

Responsibilities of the Candidate:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• Maintaining an Asset Database and track changes
• 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, laptops, PCs and printers
• Troubleshoot basic network issues
• Escalate unresolved calls to the infrastructure support team
• Log all calls into ServiceNow
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic in-house training in Microsoft Office applications used within TDW (Word, Excel, Outlook, PowerPoint)
• Provide stats for the weekly Service Desk report on call trends
• Publishing support documentation to assist staff with requests for information & provide staff training if required.

Requirements:

• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Mobile device (iOS & Windows) account management and provision
• Avaya & Lync/Skype for Business basic support.
• VPN and remote connectivity support.