Job Description

Description

GP Strategies Corporation is a global workforce transformation provider of organizational and technical performance learning solutions. GP Strategies' solutions improve the effectiveness of organizations by delivering innovative and superior training, consulting, and business improvement services customized to meet the specific needs of its clients. Clients include Fortune 500 companies, automotive, financial services, technology, aerospace & defense industries, and other commercial and government customers. Additional information can be found at gpstrategies.com.

Title: IT Service Desk Analyst

Location: Chennai

Essential Duties and Responsibilities

Acknowledge receipt of all user tickets within defined Service Level Agreements (SLAs).

• Maintain defined Key Performance Indicator (KPI) levels.
• Take ownership of tickets and manage them through to closure.
• Communicate with users to collect information about problems; investigate user problems and identify their source; determine possible solutions; test and implement solutions.
• Perform procedural IT related tasks such as unlocking user network accounts, resetting passwords, create user network accounts in AD and Exchange (O365), manage file share permission, O365 license for users, Web conferencing tools access for users and device administration.
• Perform troubleshooting steps in order to resolve incidents raised with the Service Desk.
• Work with corporate purchasing and accounting teams to ensure all required information is processed correctly
• Ability to understand business requirements, and suggest IT solutions

• Excellent customer service skills, at all levels from VIP Down

• Self Starter, with good IT knowledge and ability to take on new solutions without guidance
• Undertake ad-hoc project work when required.

• Ability to work in high pressure environments, and to maintain a clear head and respond appropriately

• Experience of working with difficult customers, within a policy driven environment

• To participate in the staff development programme within the framework of IIP and within the agreed individual staff development plan.
• To ensure that the Equal Opportunity, Health and Safety and Quality Procedures are adhered to within your area of responsibility and that any non-compliance is reported to the appropriate level of Management.
• To ensure that the corporate values of the Company are actively promoted and implemented at all times.
• To support a culture that promotes teamwork and discourages divisiveness at all organisational levels.
• To communicate with internal and external agencies, staff, customers, management and peers in a manner appropriate to your position at all times and act in accordance with your confidentiality agreement with the company at all times.
• To ensure that any defective equipment/building faults are reported promptly to your Manager.
• This description is an outline of the main duties and responsibilities of the designated role but other duties may be assigned from time to time as the situation requires.

Essential Requirements

Desirable Requirements

• Experience working in an IT department

• Knowledge of the following tools:

• MS Windows 7 - 10
• Active Directory
• MS Exchange
• Office 365

• Highly organised with the ability to prioritise a variety of tasks/deliverables

• Microsoft Office experience in a working environment.

• Desire to offer outstanding customer service.

• Attention to detail.

• Excellent inter-personal skills.

• Experience of liaising with 3rd party suppliers.

• Ability to follow direction without question.

• Ability to work without direct supervision.

• Ability to maintain sound and effective working relationships.

• CompTIA A+

-or-

Certification : MS-900: Microsoft 365 Fundamentals (Applicable, but it is not mandatory at this time)

• Ability to Travel

• Experience working within an international organisation.

• Exposure to providing IT support to remote users in other countries.

• Strong interest in technology.

• ITIL knowledge and/or certifications

• Network+ Certification

• Sharepoint experience

• Strong written and verbal communication skills.

GP Strategies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.