IT Help desk Associate / Analyst Jobs in Bangalore - PM Group

Overview

First though, here’s a little about us - PM Group is an international project delivery firm providing professional services in architecture, engineering and construction. Headquartered in Ireland, PM Group’s 2,500 multi-disciplinary personnel deliver complex capital projects to clients worldwide across a variety of sectors including Pharmaceutical, Food, Medical Technologies, Data Centres/Mission Critical, R&D and Advanced Manufacturing.

The key attributes for this role is the ability to interact positively, constructively and effectively with employees and professional staff. We would love to hear from motivated individuals who will take the initiative and deal with requests with a positive and strong work ethic.

Responsibilities

What you can expect to do in this role 

PRIMARY PURPOSE : Provides and delivers technical support & problem management to end users on moderately complex issues regarding computer operations, including installations, setups, error messages, on-line transactions, and system status and downtime procedures.

Essential Job Functions

• Helpdesk support Analyst will provide technical and troubleshooting assistance remotely, related to computer hardware and software, Mobile devices and other tech tools and products.
• Candidate who good in English communication and be able to translate their technical knowledge into actionable direction.
• Should be able to support end user and use remote administration tool.

• Create a positive customer support experience and build strong relationships thru deep problem understanding
• Ensuring timely resolution or escalation, communicating promptly on progress and handing customers with a professional attitude
• Identify research and resolves incidents and requests regarding use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled and the customer communication is complete.
• Documents resolutions and updates self-help and staff knowledge bases.
• Works with members of the desktop/network teams and other workgroups within the organization on projects and initiatives as needed.
• Ability to manage Active Directory users, groups, and computer accounts.
• Ability to perform desktop and laptop builds and rebuild from OS, networking and application installations.
• Strong commitment to end user support. 
  
  

Working Hours

Qualifications 

Work will be in rotation shifts. Early morning shift and night shifts. (Morning shifts starts at 5 AM,)

On call support during weekends and public holiday

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrates ability and desire to learn corporate, division and location-specific applications, technology, and terminology
• Proven ability to learn support processes and techniques
• Prior experience supporting users in use of application software in a friendly and professional manner
• Competency in MS Office Suite
• Strong problem-solving skills
• Must be able to function in a team atmosphere
• Must be dependable and have ability to adapt to a continuously changing environment
• Strong interpersonal, oral and written communication skills 
  
  

Desired Education And/or Experience

• Two to Four years’ work experience
• Technical degree 
  
  

Additional Requirements Include

Hands on experience and knowledge of the following: 

• MS Office Suite, Office 365
• Windows Operating systems
• Basic: Citrix and VDI concepts (Basic)
• Basic networking knowledge and protocols (IP addressing, DNS, DHCP)
• IE, Firefox and Chrome
• Remote access – VPN (Basic)
• Install and support of PC hardware and peripherals
• Basic - Smartphones and hand held tablets
• Interpreting logging scripts (cmd, vbs, kix PowerShell)
• Active Directory.(User creation, User management)
• NTFS