About your role:
You will report toHelp Desk Analyst, Operations for our Mumbai office
You will be based in Delhioffice and provide Tier I & Tier II support in a high volume capacity responding to calls among a small team. The Global IT Team will support you.
How your day will unfold:
Escalation Management (25% of time):
- Leverage Endpoint Manager/Autopilot
- Escalate priority support issues to senior staff and/ or corporate technology groups
- Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently
- Maintain a positive working relationship with business lines and other departments
Networking & Troubleshooting (50% of time):
- Prioritize and schedule work as necessary to maintain department service level agreements
- Maintain and monitor department mailbox
- Update and maintain cases in a timely fashion
- PC hardware and software procurement
- Basic networking skills and troubleshooting
- Wireless and remote connectivity troubleshooting
- Works within a small or large systems team and contributes independently
- Understands roles and responsibilities within the team
Technical Documentation (25% of time):
- Writes clear and concise technical documents.
- Enhances team productivity by helping others
- Provides technical supervision on small projects
- Working well with both internal and external group teams
Qualifications and Requirements we seek:
- Education: You have a Bachelor s degree in IT, Computer Science, engineering or relevant field
- Experience: Youhave 2+years of relevant, full-time work experience in theapplication support, supporting users in a remote/help desk environment
- Experience in endpoint/workstation experience - Dell preferred
- Experience in support Windows 10/11 in a corporate environment
- Experience in support MS Outlook
- Experience in support MS o365 suite desktop/web apps
- Experience in Azure/Endpoint Manager experience
- Must be team oriented and possess strong oral and written communication skills.
- Able to prioritize and multi-task effectively while working in a fast-paced, demanding environment
- Strong analytical and troubleshooting skills
- Certifications are a plus - Microsoft preferred
- Languages: Full fluency in English requiredand second language preferred
- Requirements: Existing work authorization isrequired where this position.WRI is unable to authorize visa work authorization
