GSS L2 Desktop Support Analyst

Spigot Software Private Limited
  • Bangalore
  • 10-15 lakh
  • 4-9 years
  • 05 Feb 2015

  • Project/ Program Management IT

  • IT/ Technology - Hardware & Networking
Job Description

Responsibilities may include:

We are looking for a PC Desktop administrator person to focus primarily on remote desktop support. This candidate will be a key member of a highly dynamic and talented Remote User Services team as well as working with other IS&T analysts, system administrators, and support personnel. The candidate must be able to work independently and think out-of-the-box. The candidate should also have a strong aptitude for analyzing problems and come up with a reasonable solution or determine the issue to be handled by a local IS&T technician in a short time. This candidate should be able to know where and how to research for information and should enjoy working in a fast-paced, diverse and customer service-oriented environment. Candidate need to have a STRONG PC hardware and Windows (Win7, Win8, XP, 2000, NT and some Vista) knowledge and skills in a networked environment. The candidate must have excellent communication skills and excellent phone manner. Some Linux/Unix and Mac experience will be a plus.

Major Duties:

Provide support to end users in the operation of PCs, Windows, LAN software products, and
Business applications
Work closely with workstation deployment team of all clients remote sites and Global NOC to
ensure consistency of both microcomputer hardware and software configuration and LAN
Assist in performing advanced diagnostics, set-up and installation of equipment and/or
Software remotely
Resolve Incident & Problem tickets based on IS&T published Service Level Agreements
Document processes/procedures related to area of responsibility
Establish good relations with the user community by providing excellent customer service
Train other team members in PC and Windows problem solving
Work with Server and Network teams on projects as needed
Assist other team members and perform other duties as needed
Provide business applications L1/L2 support for which the training is provided
Perform regular operational tasks/reports/monitoring on business applications

Required Knowledge

Graduate (or equivalent degree)
5+ years IT experience to include:
4 years experience working with PCs, Microsoft Windows OS, 2+ years experience working
with TCP/IP and Ethernet networking for at least 500 clients.
Basic knowledge of popular PC/Windows desktop applications including MS Office Suite, MS
Outlook, MS Project, Adobe Products, Internet Explorer, WinZip, and Heat.
Must be up to date and familiar with all the latest PC and Windows OS and application updates
PC imaging and deployment
Experience with software in a multi-platform environment
Work easily with others and convey pertinent information as needed
Must be able to learn new technology/applications quickly
The candidate should be willing to work in shifts and be flexible to work timing depending on
business needs including night shifts
Must have excellent communication and documentation skills
Quality and timely completion of tasks
Work easily with others and convey pertinent information as needed
Organized and able to manage multiple priorities
Understanding of various Enterprise Business Applications, such as Siebel, Concur, SAP, Agile,
SharePoint, etc.
Support experience in Web Content Management (any platform)
Sets, prioritizes, and achieves goals.
Effectively manages customer expectations.
Demonstrates the ability and possesses a high aptitude for learning new process and systems
Excellent verbal and written communication skills in English,
Influences peers to share in the ownership of a problem, issue, or solution.
Develops and seeks cooperation between team members toward common goals.
Able to explain complex topics to any audience.

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About Organisation

Spigot Software Private Limited