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IT Service Desk Analyst, Tier 1

  • Bengaluru
  • Bengaluru

Information Technology (IT) Service Desk Analyst, Tier 1

Job Purpose:

As the “front line” of Meltwater IT’s Service Desk, the ITSDA Tier 1 team members will be responsible for immediate ticket triage, categorization, urgency clarification, and routing. Onboarding and offboarding duties, asset management and some ticket troubleshooting are also part of this role.

Key Responsibilities:

  • Work in a 24-hour shift pattern to provide Tier 1 IT support
  • Triage tickets, initiate troubleshooting and ultimately route them with the appropriate urgency and categorization as required.
  • Responsible for ensuring assigned tasks are completed within SLA
  • Escalate tickets as and when required in timely manner
  • Communicate initial ticket expectations to employees.
  • Contribute to the on and off board process for employees and contractors.

  • Manage the Employee Transfer Process internally for our systems

  • Administration of Email and Active Directory
  • Manage shipping and return of available assets from stock
  • Track all work and document records of action performed
  • Document resolutions and update Knowledge bases with approval of Tier 1 manager
  • Participate in all service desk activities with a view to continuously improve service
  • Provide high level customer service to employees
  • Other duties as necessary

Skills & Requirements

Required Skills:

  • Minimum 1 year experience in a customer facing role and environment
  • Naturally organized
  • Consistency
  • Ability to effectively manage large ticket volumes

  • Excellent problem solving and analytical skills

  • Strong research and troubleshooting techniques
  • Respond promptly and multitask effectively
  • Excellent communication skills
  • Strong customer service ethics
  • Document everything
  • Meet Deadlines
  • Be a Team Player

Technology experience required:

  • Minimum 1 year experience with basic IT troubleshooting
  • Windows and Mac OS experience
  • Active Directory Experience (create, move & delete users)

  • Experience in Microsoft applications including O365, Exchange

  • Experience with Cloud apps such as Adobe/Google
  • Knowledge of Microsoft Word, Excel, and PowerPoint
  • Basic Network/VPN troubleshooting experience
  • Familiar with Incident/Request/Asset Management

Additional technology experience enhancing success:

  • A degree, preferably in a Computer Related field, or equivalent IT experience
  • Experience with Service Desk Ticketing Systems

  • Experience supporting Telephony Systems and IM systems (Add/Remove/Basic Troubleshooting)

  • Previous experience with On/Off boarding processes
  • Knowledge of Intune and Jamf MDM environments
  • Experience in Azure platform
  • Knowledge in ITIL Framework

Great Place to Work

  • Competitive Salary

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

Meltwater builds digital intelligence and marketing solutions for a global client base. All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

Have a look at what life is like at Meltwater. We are more than 1500 people across the globe, so there is a lot going on. To learn even more about who we are and what we do, visit our company profiles on Xing, LinkedIn, Facebook, and Twitter.

Neha Garg | Contact Person

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Meltwater IT

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