(NL-438) | IT Digital Workplace Analyst I - India

(NL-438) | IT Digital Workplace Analyst I - India

03 May
Bangalore Rural

03 May


Bangalore Rural

Job Summary

The IT Service Desk Analyst I provides 1st line IT support to global users in the US, EMEA and APAC. They escalate complex issues to appropriate functional backend teams and perform special projects as assigned.

- Analyze and resolve problems in accordance with service level agreements, escalating when necessary.

- Provide IT support for the global staff, utilizing ServiceNow to manage your work load.

- Provide troubleshooting and configuration support for client desktop and networking environment.

- Ensure all New Hire and Exit processes for local offices are met on time and up to standard.

- Liaise with Global IT Support team to implement best practices.

- Provide 24/7 Support for APAC,

EMEA and AMER regions

- Perform root-cause analysis, doing what is necessary to prevent problems from recurring.

- Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems.

- Investigate and implement ways of reducing calls and case volume to the Service Desk.

- Document procedures, corrective actions, and update knowledge base system.

- Keep peers and management informed of trends, significant problems, and unexpected delays.

- Keep customers informed of global problems, scheduled downtime, and open tickets

- Stay up-to-date with both technical and interpersonal training to ensure sharp knowledge and skill set

- Log, track, resolve, dispatch, and reroute calls via a customer management system

- Provide efficient tracking of IT Inventory

- Troubleshoot MS Office, Windows 7/10, TCP/IP, Internet utilities, and various other software applications

- Troubleshoot cell phones and various other hardware devices

Education and Experience

- Bachelor's degree with 1- 3 years of IT support experience in a professional industry

- Active Directory experience

- Microsoft Outlook and Office365 support experience

- Desktop and Laptop hardware support experience

- Networks and IP Telephony experience

- Understanding of LAN/WAN technologies and protocols

- Proficient written and verbal English

- Previous experience of working in an IT Support capacity

- Service Operations and experience working within an ITIL environment across a global IT team

- Flexible and willing to work in Shifts

- Certifications in CompTIA A+, JAMF, Hardware Support, MCSE, ITIL etc is a plus

If you are looking for a new opportunity with a true market leader there are few better than this. The salary and benefits package is impressive. This is a company that truly believes in rewarding their staff and offers a defined career path for all their employees. If you have the relevant experience and are seeking a new challenge, we would certainly like to hear from you.

We are mission driven.

We are passionate about our mission because our solutions protect businesses, critical infrastructures, and governments around the world.

Find out more about Forcepoint’s Mission, Vision, and Values at and follow us on Twitter

Find us on social at #forcepoint #forcepointculture #lifeatforcepoint to find out what its really like to work here from the team themselves.

*Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Applicants must have the right to work in the location to which you have applied.

We are committed to hiring and retaining a diverse workforce, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

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