Primary Purpose of Position:
The professional level Desktop Support Analyst position is a customer facing
technical role requiring intermediate proficiency in multiple IT systems and
applications. This position is responsible for supporting daily operations,
desktop and mobile services. Responsibilities include operational and
administrative functions necessary for ensuring service delivery.
Key Accountabilities:
* Analyse and resolve end-user hardware, software, and connectivity issues both
desk-side and remotely supporting employees.
* Resolve IT tickets within agreed timeframes and ensure all tickets are
correctly documented.
* Adhere to Service Management practices and agreed timeframes in the creation,
resolution and progression for all IT Incidents and Service Requests.
* Conduct Queue Management activities, including the daily management and
auditing of the Incident and Service Request queues, and monitoring and
alerting managers on trends.
* Monitor progress on problem resolution and advise users on status of issue
* Acquire and maintain current knowledge of relevant product offerings and
support policies in order to provide technically accurate solutions to our
internal clients
* Be responsible for ensuring the office IT environment for designated
office(s) is in working condition and is clean, organised, safe and secure
* Ensure the office IT environment for designated office(s) is well documented
so that remote IT staff can develop a full understanding of the office IT
environment.
* Create and update accurate and consistent records and manage the lifecycle of
designated IT assets including the protected and secure disposal of aged assets.
* Provide user facing operational support for desktops and applications.
Contribute to the resolution of operational problems by working
collaboratively with virtual peers.
* Conduct proactive maintenance and administration of designated services,
including implementation, configuration, and monitoring.
* Collaborate with
📌 Desktop Support Analyst (Pune)
🏢 Stantec
📍 Pune