Onsite Support Analyst

You are required to provide 1st level infrastructure support to internal employees and handle issues associated with hardware and software (OS and application packages). Your day-to-day tasks will involve provisioning Windows-based end computing devices, fulfilling IT requests, and resolving incidents raised in the ServiceNow Portal. You will use remote control tools such as SCCM Remote Desktop & Remote Assistance to diagnose issues for users at different locations. Additionally, you will utilize the incident management tool to track incidents assigned to you, working towards their resolution promptly and commenting on each incident appropriately and resolving as per SLA / OLA. It will be your responsibility to escalate level 2 issues to other teams within Group IT and follow the processes laid out by Group IT support operation to provide the best possible services to end users. You must manage end-user customer satisfaction and maintain the KPIs outlined. You should be willing to work in the office and extend your shift as per business needs. Qualifications Required: - 2-3 years of experience in a similar role Additional Details: - Employment Type: Full Time - Vacancy: 1 You are required to provide 1st level infrastructure support to internal employees and handle issues associated with hardware and software (OS and application packages). Your day-to-day tasks will involve provisioning Windows-based end computing devices, fulfilling IT requests, and resolving incidents raised in the ServiceNow Portal. You will use remote control tools such as SCCM Remote Desktop & Remote Assistance to diagnose issues for users at different locations. Additionally, you will utilize the incident management tool to track incidents assigned to you, working towards their resolution promptly and commenting on each incident appropriately and resolving as per SLA / OLA. It will be your responsibility to escalate level 2 issues to other teams within Group IT and follow the processes laid out by Group IT support operation to provide the best possible services to end users. You must manage end-user customer satisfaction and maintain the KPIs outlined. You should be willing to work in the office and extend your shift as per business needs. Qualifications Required: - 2-3 years of experience in a similar role Additional Details: - Employment Type: Full Time - Vacancy: 1