Service Desk Analyst

Job Responsibilities:

This role is part of the GSSC ISM IS team within Bureau Veritas globally. The Analyst, is responsible for:

1. Serve as the first point of contact for users seeking technical support over the phone or email or ticket to global users.

2. Logging tickets in ticketing tool for issues or requests been reported by users.

3. Perform remote support through tools like Bomgar, MS teams etc.

4. Performing tasks like creating users & email IDs, providing rights, licenses, OU movements, Distribution list Mgt, group Mgt using tools like active directory & Microsoft O365(cloud version of Microsoft services). Note: Active Directory is the tool, which contains and manages the user’s information in the organization.

5. Configuration and troubleshooting email client like Microsoft Outlook on desktops, laptops, mobiles. Issues like outlook hang, unable to receive or send mails, mailbox size etc.

6. Providing support and resolving issues related to MS Office O365 MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, MS Visio etc. Note: Microsoft Office 365 is cloud-based version.

7. Resolving issues pertaining to Windows operating system issues like (OS slowness, hang configuration, updatation issues, etc.)

8. Installing, diagnosing and upgrading software’s like MS Teams, outlook, Adobe Acrobat, Internet browsers (e.g. Explorer, Chrome, and Microsoft Edge), etc.

9. McAfee Antivirus installation /update to all desktops and laptops.

10. Providing 1st level of technical support for laptops, desktops and printers related issues and request like slowness, not booting, printer installation and configuration etc.

12. Providing basic support on VPN (virtual private network) tools like Pulse secure, Force point, etc

Job Requirements:

1. Possess a Degree from University or Institute / Higher learning in Information Technology/ Computer Science/ Computer Engineering or any related field.

2. Good communication skills, written and spoken in English is a must.

3. Good culture of IT and Captive Unit.

4. Proficient in Chinese Language (Reading and Writing)

5. Basic understanding of IT Support

6. Strong documentation skills, fast learner and a team-oriented person.

7. Able to work under pressure.

8. Must be willing to work in 24*5 shift environment.