IT Support Services Analyst

Job Description

• Associate degree or bachelor s degree in computer or Equivalent combinations of education, work experience, and certification will be considered.
• At least 2 years experience of working in a support/service capacity; preferably global IT organization underlined by respective training certificates, but not mandatory.
• Some Knowledge of ITIL best practices (ITIL Foundations certification preferred but not mandatory.
• Atleast 1 years of experience in IT Service Management process and tools or experience.

• Flexible individual capable of dealing with the typical tensions that arise within an IT service environment; confident & customer focused; good problem-solving skills with the ability to follow written and verbal instructions.
• Proven troubleshooting skills within a support environment including a strong commitment towards incident resolution, and solid understanding of foundational IT technical issues and relationships.
• Experienced in interacting with external suppliers & service providers.
• Experience in building, managing, and maintaining a knowledge base containing policies, procedures, documentation, and knowledge base articles related to the Service Desk and the IT Service Management team
• Proficiency in personal computer operating systems, security and office automation software, including Microsoft Windows 10, Active Directory, VPN, Exchange, Salesforce, Teams, Outlook, Word, Excel, PowerPoint, LucidChart, Microsoft SCCM, and Microsoft Office 365.

• By monitoring critical elements of the IT infrastructure, responding to system alerts and user request for assistance, you provide the front-line support required to delight both our internal and external customers.
• You will be instrumental in helping users resolve issues with hardware, software, connectivity, and product specific incidents or work requests.
• You will provide real time ticket entry and effective communications between customers and subject matter experts. You will provision hardware and software, maintaining audit controls and compliance tracking.
• Provide 1st level support to resolve IT problems across the organization (i.e. workstations, mobile computers, printers, peripherals, desk phones, application access, VPN, etc.) and answer the Service Desk phones
• Install/uninstall, troubleshoot, data recovery, access and maintain applications, products and equipment and Also, Identify, analyze and repair equipment failures, order and replace parts/material as needed.
• Provide one-on-one end-user problem resolution, performing various IT support function such as creating, activating, disabling, and unlocking user accounts, network and application password resets, etc.
• Implementation/Installation and administration/maintenance of IT services with focus on availability, reliability and manageability following Clarivate s IT standard processes in coordination with responsible IT service management.
• Support implementation of new and/or improved IT processes following ITSM standards and Enter all calls/incidents/request/updates in ServiceNow

• Full time
• 45 h/week- 24/7 environment with 5 days working
• Work from Office