Help Desk Support Analyst

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Description

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WRI Operations team supports the crucial front-line work of the organization, they directly interact and work with Clients, Government agencies, Statutory bodies, Board of Directors, Vendors, and Consultants in fielding their inquiries, providing support at all the fronts and solving problems.  So that the WRI programs can be implemented without any hurdles and the researchers can develop high quality research documents, plans.

WRI operations team consists of various functions such as Budget and Finance, Accounting and Reporting, Legal Counsel, Human Resource, IT and Facilities management. Each role comes under the purview of operations and each function lead reports to the Director Operations and Director Operations report to the CEO of the Organization.

WRI Operations team strive for operational excellence across all functions starting with the recruitment, retention and management of WRI’s staff, our most important asset. We manage our endowment, the contributions entrusted to us, and our facilities in ways that are in line with our values and advance our mission. We maintain strict budgetary planning and financial controls to ensure that all contributions are managed in compliance with clients’ requirement.

About the Program.

WRI’s Operations department strives to make all global offices fully capable and low risk, enhancing their operational capabilities, establishing sustainable growth through a bond of mutual respect, collaboration and sharing knowledge across the sisterhood of WRI offices. This is done by targeting upon standards of performance, measuring the efficiency and effectiveness for the sisterhood of offices. 

You will report to Help Desk Analyst, Operations for our Mumbai office

You will be based in Mumbai 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 :

• 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 senior staff to operate efficiently
• Maintain a positive working relationship with business lines and other departments

Networking & Troubleshooting :

• 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 :

• Writes clear and concise technical documents.
• Enhances team productivity by helping others
• Provides technical supervision on small projects
• Working well with both internal and external group teams

Qualifications and Requirements we seek:

• Education: You have 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

Source : https://jobs.jobvite.com/wri/job/oCxcwfwB

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