Job Description

GSD Analyst
This role is of IT GSD
Service desk to be single point of contact for all IT tickets
Global support contact for IT services and application first level support
Handle IT Helpdesk phone calls
Create incidents SR and provide first level resolution on desktop hardware, software and applications
Provide Live Chat support
First level triage and resolution off incidence has per knowledge repositories or soaps available in addition to baseline troubleshooting skills of level one agent
Resource requires basic application troubleshooting skills that are agnostics to application [application base access troubleshooting)
Create knowledge base articles has required to enhance ability on the team
Escalation of Incidents to higher support tiers as needed per OLA/SLA.
Coordinate with level 2(desk side, applications and infra support teams)
Communicate with multicultural and global user base over phone, email and chat in English language.
Maintain compliance with Verint operational ,ITSM and security procedures
Leverage Verint provided ITSM tools ( Service Now)
Participate in weekly staff meetings and training sessions as needed
Participate in shift transition efforts to ensure seamless handling of support activities
Requirements
REQUIRED QUALIFICATIONS
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Degree Diploma in computer science or related field
Strong experience in supporting Windows MAC operating system, Core endpoint Applications, hardware and peripherals and mobile device
Basic troubleshooting knowledge on Mobile device knowledge (Intune)
Awareness of AD Azure fundamentals MFA O365
Strong troubleshooting and problem-solving skills
Ability to write detailed reports and procedures
Ability to work under pressure
Excellent oral and written communication skills in the English language.
Awareness of ITIL Service Now

Skills Required