Job Description

• Daily delivery of Technology support to all employees in all locations
• Collaborate with other IT teams to troubleshoot and resolve technical issues
• Provide Tier 2 and 3 support for end users experiencing problems with Office 365 applications and services
• Evaluate and improve end-user experience, including recommendations to the Infrastructure team
• Identify multiple areas of improvement or innovation that you can draft into a project and own
• Customer Service

Job Title: IT Support Analyst:

• Help desk experience and ability to provide technical and end-user support.
• Understanding of desktop management suites (Intune, JAMF) and related engineering tasks such as imaging machines.
• PC (Dell) laptop and desktop hardware support
• Apple hardware support
• Microsoft OS support
• Mac OS support
• Strong working knowledge of TCP/IP, DHCP, and DNS
• Strong working knowledge of Active directory, file level security, desktop security and management
• Strong working knowledge of our line-of-business apps including Microsoft O365, Active Directory, Adobe Creative Suite, remote access VPN Support
• Ensure that all desktop, laptop, printer and such peripheral calls are completed within SLA
• Keep the user desktop downtime to minimum by providing quick solutions or alternates
• Troubleshoot and support all desktop & peripheral hardware and application issues
• Participate in hardware and Software Inventory exercise
• Participate in project implementation with respect to desktops and peripherals
• Coordinate with hardware and application support vendors for day to day issues
• Escalate support issues appropriately at the right time
• Adhere to 24x5 shifts (Currently mid-shift)
• Prioritize project tasks and seek assistance from Supervisor as applicable.
• Adhere to procedures like communication protocols, operational practices / procedures, Information security practices, attendance procedures, etc.
• Help / buddy team members as requested by Supervisor
• Upon request, participate and contribute in review meetings.
• Demonstrating effective problem-solving skills
• Communications with greater business
• Developing relationships with peer within the business departments (business dept heads) Hands-on administration of technologies the team is supporting.
• Understanding of the business production, solutions, and delivery
• Ability to team with others and work with guidance from more experienced team members in a fast-paced transforming environment
• Excellent communication skills, both verbal & written, fluent English required.
• Customer relationship experience
• Experience of service level management and supplier management
• Experience in using Microsoft Service Centre Manager
• Strong organizational skills
• Analytical skills
• Problem resolution

Location: PuneBrand: DentsuTime Type: Full timeContract Type: Permanent

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