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Systems Analyst
Title: Systems Analyst
Job Code: XEN 045
Location: Bengaluru
Experience Required: 3-5 Years
Job Responsibilities:• Oversight and technical analysis of incoming end user service requests – Can be managed remotely
• Provide on-site support to Med Express Administrative offices during regular business hours:
• Remote client side support
• Advanced Helpdesk troubleshooting tasks including, but not limited to
o User account management,
o File server/share management
o Exchange mailbox administration
o Network-based printers and multi-function devices
• Fully documents problem symptoms and captures all relevant system and application information within the IT Knowledge base system.
• Clear the backlog of the tickets in system.
• Independently resolves most problems/questions that arise, and consults with senior team members or other technical staff only on unusual or especially difficult issues
• Recognizes problem issues that affect multiple end users and work with other IT teams to prioritize and solve quickly.
• Log all calls in the Service Desk ticketing systems
• Escalate all out of scope issues in adherence of SLA timelines
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner. Persistent review of the aging ticket queue to ensure SLA goals are achieved.
• Working knowledge of current network topology, TCP/IP network troubleshooting in a WAN/LAN environment, office applications
• Able to resolve technical problems over the phone with emphasis on troubleshooting ability
• Able to identify and communicate trends and work with senior department team members to define corrective action
• Competent use of AD to create and manage users, groups, and resources effectively
• Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing on-site support to facilities as requested, and keeping up to date on Company and industry standards
• Working knowledge of MS-Word, MS-PowerPoint and MS-Excel
• Excellent English communication skills in written and spoken form
• Solid interpersonal skills, passion around facilitation and end user service experience
Required Skills
• Bachelor's Degree or equivalent experience
• 4+ years of IT experience
• 3+ years of experience as L1/L2 technical support for desktop/laptop and servers
• Experience with any ticketing tool (preferably Cherwell)
• Understanding of basic ITIL process fundamentals
• Understand basic fundamentals of hardware and software troubleshooting