Analyst - English, Mandarin, Microsoft Windows

Experience: Not Available to Not Available years

Location: Gautam Buddha Nagar, India

Skills: MS Office, MS Word, MS Excel, MS PowerPoint, Active Directory, ITIL, MCP, N+, A+, Windows 7, Windows XP, Mac OS, Incident Management

Job Summary
Responsibilities
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal & external staff via telephone, email or chat.
Able to recognize situational trends and call team and management attention to them
1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers
Troubleshoot basic network and VPN issues
Escalate unresolved calls to next level
Log all calls in the Service Desk Call Logging system
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
Provide supporting stats for the weekly Service Desk report on call trends
Generating support documentation to assist staff with requests for information & provide input for staff training as required
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.
Blackberry and Smart Phone account management and provision
Flexibility to work in a 24x7 work environment.
Qualifications:
An ITIL qualification is preferable but not essential
MCP/N+/A+ certification would be desirable
Requirements




Excellent communication skills and telephone manner.
Excellent organizational skills
Incident Management experience – Managing incidents including business expectations and communication
Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance.
Self-motivated achiever who gains satisfaction from providing excellent customer service
Key Responsibilities
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal & external staff via telephone, email or chat.
Able to recognize situational trends and call team and management attention to them
1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers
Troubleshoot basic network and VPN issues
Escalate unresolved calls to next level
Log all calls in the Service Desk Call Logging system
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
Provide supporting stats for the weekly Service Desk report on call trends




Generating support documentation to assist staff with requests for information & provide input for staff training as required
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.
Blackberry and Smart Phone account management and provision
Flexibility to work in a 24x7 work workplace.
Qualifications:
An ITIL qualification is preferable but not essential
MCP/N+/A+ certification would be desirable
Requirements
Excellent communication skills and telephone manner.
Excellent organizational skills
Incident Management experience – Managing incidents including business expectations and communication
Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance.
Self-motivated achiever who gains satisfaction from providing excellent customer service
Skill Requirements
Excellent communication skills and telephone manner.
Excellent organizational skills
Incident Management experience – Managing incidents including business expectations and communication
Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance.
Self-motivated achiever who gains satisfaction from providing excellent customer service
Other Requirements
Excellent communication skills and telephone manner.
Excellent organizational skills
Incident Management experience – Managing incidents including business expectations and communication
Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance.
Self-motivated achiever who gains satisfaction from providing excellent customer service

📌 Analyst English, Mandarin, Microsoft Windows (Noida)
🏢 HCL Technologies
📍 Noida