Service Desk Analyst II

We are looking to add a Service Desk Analyst II(Level 2) to our Technology team. You will be part of a team of technical support analyst with various skills sets. Providing top notch technical support to our Taylor and Francis colleagues. In this role, you will be working closely with stakeholders and users in order to provide a pleasant user experience and will report to the Head of IT Operations and Development, India. You will be an important member of the team in helping us drive success through digital transformation.

This role is responsible for providing effective day-to-day delivery of First line support services and functions. The Service Desk Analyst II role will be expected to resolve calls and requests in accordance with defined Service levels; liaise with staff and support teams to ensure the timely resolution of incidents and requests. It will also be necessary to provide technical advice and expertise in relation to desktop hardware and software, provide quick break fix solutions to customer queries and escalate those to the appropriate expert team within a defined time period ensuring information gathering is complete

KEY RESPONSIBILITIES:

• To provide 1st/ 2nd line support services, working alongside the Service Desk to form part of the Service & Support Team.
• Ensure appropriate levels of support are delivered across all sites and office locations.
• Resolve incidents and action requests as required by performing an accurate diagnosis and implementing an appropriate solution. Monitor and escalate incidents and requests against defined service levels.
• Build and develop relationships between all support teams, inclusive of Desktop Support, Support Desk and Technical Infrastructure teams
• To carry out root cause analysis work to ensure we are taking a proactive approach to providing support to our customers.
• Working closely with current systems and support staff and identifying current or pending areas of concern, and opportunities for growth or consolidation.
• Collect and prepare management information as required.
• Monitor and supervise the ServiceNow queue ensuring all incidents and requests are accepted and responded in line with the Informa Service Desk SLAs.
• Email, Phone and desk-side technical support of Windows/Macworkstations and related software.
• Active Directory administration.
• Office 365 administration.
• Ensures all incidents and requests are logged and updated in ordinance with agreed upon SLAs.
• Ensure to maintain our assets list at given point of time.

Qualifications

• To be successful the ideal candidate will have:
• Degree or equivalent technical qualification in IT or appropriate discipline(s) or experience.
• Experience of 8+ years
• Must have experience in Mac OS support
• Experienced in Mac installation & Troubleshooting Software and Hardware issues.
• Should know about Apple Policies & Processes
• Should know about JAMF & DEP process
• Excellent customer service skills
• Be solutions-focused
• Able to manage a high-volume workload in a professional manner
• Good communication skills both written and verbal
• Strategic thinking skills & Strong analytical skills
• Must be able to maintain consistency and clear-headed vision in a high-pressure, fast-moving environment.
• Must be an effective communicator, with the ability to present technical discussions in a clear and concise manner

Additional Information
What we offer in return:

• 24 days annual leave
• 4 volunteering days annually
• Day off for your birthday
• Pension contributions
• Medical insurance for self and dependents; life cover and personal accident cover for self
• Seasonal social and charitable events
• Training and development
• Blended style and flexi working time
• Right tools for remote working

Additional Information:

• You must have the right to work and live in India.This role is based at our Bengaluru office.