Service Desk Analyst- Vadodara (India)

Pluga Franklin Electric

Department: IT

Location: India

Description

Provides first and second tier support to end users for Client (PC), Server, Network, and Voice Software and Hardware to meet or exceed Service Level Agreements. This position works under general supervision and will escalate problems to specific groups if issues cannot be resolved.

Key Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES
Incident/Request Management Process

Responds to internal customers to resolve their technology problems. This includes first line support for client (PC), network, server, and voice hardware and software.
Enters and manages Incident and Service Request tickets in ServiceNow (IT Service Management Application).
Provides technical support related to various computer programs used by Franklin Electric employees across all business functions.
Provides hardware support for computers, phones, and other technological equipment used by Franklin Electric.

Performance is measured based on average duration of tickets.

Asset Management Process
Deploys new PC to end users and trains them in their use.
Utilizes imaging and deployment tools.
Uses ServiceNow to maintain and track IT assets and inventories.

Performs other related duties as required or assigned

Skills, Knowledge and Expertise

Skills and Abilities.

Effectively communicates information and responds to questions in person-to-person and small group situations with customers, clients, the general public, and other employees of the organization.
Maintains confidentiality and uses discretion with business information.
Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.
Communicate effectively through written communication.
Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions.
Deals with problems involving several known variables in situations of routine nature.
Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation.
Frequently makes decisions of both minor and major importance, which may affect the work operations of other employees and/or clientele to a moderate degree.
Completes some moderately repetitive tasks.

Computer Skills

Advanced: Microsoft Operating systems (Required), Microsoft Office Products (Required), SharePoint (Preferred), Adobe Products (Preferred), Apple Products (Preferred), JDE (preferred)

Education and Experience

Bachelor’s or Associates degree in computer science, computer information systems, or a related degree (required).
MCA, M.Sc. (Computer), B.E. (IT), B.E. (Computer)
2 to 4 years of related experience (preferred).

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