Help Desk Support Analyst I

Job Description

About your role: You will report to Help Desk Analyst, Operations for our Mumbai office Yo u will be based in Delhi office and provide Tier I & Tier II support in a high volume capacity responding to calls among a small team. The Global IT Team will support you. How your day will unfold: Escalation Management (25 % of time): Leverage Endpoint Manager/Autopilot Escalate priority support issues to senior staff and/ or corporate technology groups Collect and forward all relevant information prior to escalation to allow seni or staff to operate efficiently Maintain a positive working relationship with business lines and other departments Networking & Troubleshooting (50% of time): Prioritize and schedule work as necessary to maintain department service level agreements Maintain and monitor department mailbox Update and maintain cases in a timely fashion PC hardware and software procurement Basic networking skills and troubleshooting Wireless and remote connectivity troubleshooting Works within a small or large systems team and contributes independently Understands roles and responsibilities within the team Technical Documentation (25% of time): Writes clear and concise technical documents. Enhances team productivity by helping others Provides technica l supervision on small projects Working well with both internal and external group teams Qualifications and Requirements we seek: Education : You hav e a Bachelor s degree in IT, Computer Science, engineering or relevant field Experience : You have 2+ years of relevant, full-time work experience in the application support, supporting users in a remote/help desk environment Experience in endpoint/workstation experience - Dell preferred Experience in support Windows 10/11 in a corporate environment Experience in support MS Outlook Experience in support MS o365 suite desktop/web apps Experience in Azure/Endpoint Manager experience Must be team oriented and possess strong oral and written communication skills. Able to prioritize and multi-task effectively while working in a fast-paced, demanding environment Strong analytical and troubleshooting skills Certifications are a plus - Microsoft preferred Languages : Full fluency in English requir ed and second language preferred Requirements : Existing work authorization is required where this position. WRI is unable to authorize visa work authorization Location: Mumbai Duration: 1 years as term hire extendable based on performance and project requirements.