Support Analyst Job in Gurgaon at Caravel Group

Caravel Group is hiring for the role of Support Analyst!

Responsibilities of the Candidate:

• Handling Incidents, Service Requests, and Identifying Trends:
  • Take ownership of incidents and service requests ensuring successful completion within the SLA (Service Level Agreement).
  • Maintain and develop knowledge and skills to facilitate this process.
  • Proactively identify repeat issues or service risks and aid in prevention, improving customer service, internal processes, and operations.
• Managing Vendors & Finances:
  • Obtain quotations, manage the purchasing and invoicing for IT equipment and licenses, ensuring the best value for the organization.
  • Manage IT assets through their lifecycle, from purchase to disposal.
• Teamwork & Sharing Knowledge:
  • Share knowledge aiding team colleagues and our customers.
  • Create knowledge articles for the self-service portal.
• Supporting IT Infrastructure and Systems:
  • Provide ongoing support for IT infrastructure and systems, ensuring optimal performance and availability.

Requirements:

• Good working knowledge of Desktop/Laptop and Operating System (Windows/ Mac OS) support
• Excellent communication skills in both written and spoken English.
• Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint 
• Strong customer focus - identifies needs and finds solutions to meet them.
• Hands-on experience of dealing with Meraki/Cisco or other next-gen firewalls
• Experience with IT asset management and automation tools such as Desktop Central
• Audio-Video/Video Conferencing support