Service Desk Analyst

Mumbai, India | Duff & Phelps

  • Industry:
    Financial Services
  • Position Type:
    Full-Time
  • Functions:
    IT / Information Technology
  • Experience:
    3-5 years
Job Description:
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Our professionals balance analytical skills, deep market insight and independence to deliver solid, defensible analysis and practical advice to our clients. As an organization, we think globally. We create transparency in an opaque world, and we encourage our people to do the same. That means when you take your place on our team, you’ll discover a supportive and collaborative work environment that empowers you to excel. If you’re ready to share your perspective with the world, then you can make a real impact here. This is the Duff & Phelps difference.


 


At Duff & Phelps, your work will help protect, restore and maximize value for our clients. Join us and together we’ll maximize the value of your career.


 


RESPONSIBILITIES:


Provide first level technical assistance via phone and electronically

Support the company’s content management and file sharing application

Assign and maintain user access to the file sharing application

Initiate and complete onboarding and offboarding activities for all new hires and exits

Provide training on functionalities and capabilities of the File sharing application

Identify potential issues and Troubleshoot application related issues

Identify and escalate situations requiring urgent attention

Work with the vendor directly to resolve issues

Act as a single point of contact for users

Escalate recurring problems to the Service Desk supervisor

Follow up with end users to provide status updates as per Service Level guidelines

Support end users with their use of all Internal applications

Log all incidents and requests in the ITSM tool

Identify new issues and contribute to Knowledge Base development stay current with system information, changes and updates

Adhere to the documented policies and procedures


REQUIREMENTS:


Ability and willingness to work in a 24*7*365 environment

Excellent communication skills

Strong customer service skills

2-3 experience with Active Directory and Exchange

2-3 years of experience with using and support Files sharing applications

Candidates must have minimum of 2-3 years of experience in IT Helpdesk environment

Experience using a helpdesk or IT incident management software

Basic knowledge of User and Security groups in Active Directory management.


Qualifications:


Bachelor’s Degree preferred

Proficiency in English. Bilingual preferred with a good knowledge of Spanish/Italian/German/Japanese

An ITIL qualification is preferable but not essential

Sound understanding on customer support, operations and processes