Principal Global Services Hiring for Lead Analyst – Service Desk at Pune, Maharashtra Full Time

Full Job DescriptionResponsibilities:
Key Responsibilities:
Assisting in providing technical and business solutions to meet organization needs and business strategy considering variables such as capacity, limitations and operating time.
Analyzing basic to complex data and taking impactful steps to improve efficiencies.
Ensure the high availability of Service Desk supporting systems and for attending IT-Helpdesk calls. Be cognizant of the overall department’s coverage needs.
Identify, troubleshoot, diagnose & resolve software & hardware related issues reported.
Be proactive and flexible in assisting L1 and L2 team wherever needed. Provide accurate and complete ticket information, escalate appropriately, respond to severity levels.
Work on projects for data migration/user migration, evaluation of new hardware and supporting in end user device patching and compliance exercise, etc.

Must Have

Excellent written and verbal communication skills
Willingness to work 24 X 7, and On-call support
Education: Graduate Bachelor’s degree (any stream)

Skill Set:
Working knowledge on MS Office O365, Citrix, VDI, VPN & Wireless technology tools specifically MS Outlook, MS O365.
Minimum of 5 years’ experience in back office technologies. Insurance and Financial Institution experience preferred
Strong Analytical skills and proactive approach for BAU issue and reporting.
Multitasking and effective decision making . Strong Customer service and documentation skills.
ITSM framework knowledge
Functional and reporting Knowledge of Bomgar, Genesys cloud, ServiceNow, PowerBI would be added advantage

Competencies:
Able to manage execution independently with intermediate to minimal assistance and guidance.
Able to collaborate effectively with others to achieve business results
Able to handle escalations from Busines/customer and engage appropriate team for resolution and executive communication.
Understands the technical and the business domain / space well to the extent of executing own tasks and supporting the L1 and L2.
Possesses ability of identifying new ideas, methods and providing suggestions towards process improvement.
Reporting progress of work as per project / task requirements and raising flag to the upline for any risk.