Level One Service Desk Analyst Service desk function (SLA Management) * Working with ServiceDesk Lead for IT Service Operation function and work for the processes such as Incident Management, Service Request Fulfilment and Configuration Management.
* Follow and meet the service level targets for the response & resolution SLA for Service desk.
* Installing, configuring, and troubleshooting of IT related software and hardware.
* Timely respond to user queries and requests for IT over email, Phone and in person.
* Engage with different team / domain members in IT for Incident and Problem solution.
* Timely escalate the incidents as per the escalation procedure and SLA.
* Coordinate with Service providers and business users for incidents and Problems which needs tests and prompt resolution.
* Perform any other Adhoc task.
* Handle floor calls from users and provide remote support for work from home users.
* Perform user onboarding activities and off boarding activities.
CMDB and Asset management * Maintain asset register.
* Maintain CMDB for IT assets to get the same sync with client management and other functions.
* Manage IT Asset throughout the lifespan for H/W support, upgrades.
* Keep track of asset orders and update Asset Register and CMDB once assets arrived from supplier.
* Keep Harmony of the assets via Asset naming convention standard.
Identity and Access Management coordination & User Management.
* Work as per Identity and Access management policy.
* Work closely with user management for user access requests, creation, revocation, deletion.
* Work as user requestor and password coordinator for IT.
* Maintain the list of user requestor and password coordinators for departments.
* Work as SPOC for audit evidence for user requests for IAM.
* Maintain the user repository for organization users with access and system details.
* Follow Joiners, Leavers, Mover's process for IAM function.
Key Role Requirements * IT qualifications desirable (MCSA, A+ N+ MTA) * An ITIL qualification is preferable but not must.
* MCP certification would be desirable.
* Basic knowledge of User & Active Directory administration in Windows * Strong knowledge of Microsoft based operating systems and Office 365 * Relevant work placement experience in a similar IT environment with at least two years' experience * Familiarity with / experience of working within an ITIL environment.
* Familiarity with an ITSM tools, HPALM Technical skills should include Windows 10, Active Directory, basic MS server, Citrix, Office 365 (email, Teams, SharePoint, Excel, word, PowerPoint), and the ability to answer laptop, iPhone, and printer related queries for OS and HW issues.
Individual Requirements * Graduate or Certification or diploma in IT or related subject * Ability to work in a challenging environment with changing priorities/deadlines.
* Experience of adhering to and achieving/exceeding SLA's * Excellent communication skills via different mediums i.e., telephone, email, and in person * Evidence of teamwork/strong team player