Analyst - Service Desk

As an Analyst - Service Desk at NAB Innovation Centre India, your role is vital in providing operational support to users and ensuring a seamless experience for both customers and colleagues. You will have the opportunity to contribute to the success of the organization by delivering technical solutions and support across various applications and technologies. Key Responsibilities: - Disable user access for all applications, reset and/or unlock users access. - Ability to operate at all levels within the organization and cross functionally within multiple client organizations. - Understand business requirements for customer base and translate them into technical requirements. - Provide 24x7 operational support to users, including general administration and management (Flexible for Shifts). - Evaluate advanced technologies & recommend the right solutions. - Tech support related to common issues such as accounts disabled, authentication, Network & Wi-Fi, Desktop, Security, Remote working, BIOS, O365, and Application support. - Represent the service(s) across the organization. - Accountable for the successful resolution of medium and low problems. - Contribute to tracking and reporting against agreed service KPIs, SLAs, Service Health, and contractual obligations of 3rd party Service Providers. - Drive continuous technical improvement to the service ensuring Security and Architectural standards are adhered to. - Maintain knowledge and understanding of the wider Workplace portfolio and identify opportunities to leverage complementary technologies for efficiency. - Contribute to the technical governance of service management processes including incident, problem, change, configuration, capacity, continuity (DR), availability, asset, monitoring, and alerting. Qualifications Required: - 3-6 years of experience delivering technical support and service in an enterprise ITIL environment. - Certifications in ITIL / Microsoft (Good to have). - Working knowledge of industry standard ticketing tools & basic understanding of network technology. - Experience in repairing/reinstalling MS Office and basic troubleshooting knowledge of MS Office products like Word, Excel, Outlook, etc. - User Management through Microsoft Active Directory. - Experience in supporting & troubleshooting desktops, laptops, applications & Windows operating system related issues. - Excellent written & verbal communication skills. - Tertiary qualification in a Technology discipline or related field. At NAB Innovation Centre India, we are committed to fostering a diverse and inclusive workplace where everyone's differences are celebrated, and contributions are valued. We offer a supportive environment that encourages personal growth and work-life balance through flexible working arrangements and competitive benefits. Join NAB India today to be a part of an innovation-driven organization dedicated to making a positive impact on customers, colleagues, and communities. As an Analyst - Service Desk at NAB Innovation Centre India, your role is vital in providing operational support to users and ensuring a seamless experience for both customers and colleagues. You will have the opportunity to contribute to the success of the organization by delivering technical solutions and support across various applications and technologies. Key Responsibilities: - Disable user access for all applications, reset and/or unlock users access. - Ability to operate at all levels within the organization and cross functionally within multiple client organizations. - Understand business requirements for customer base and translate them into technical requirements. - Provide 24x7 operational support to users, including general administration and management (Flexible for Shifts). - Evaluate advanced technologies & recommend the right solutions. - Tech support related to common issues such as accounts disabled, authentication, Network & Wi-Fi, Desktop, Security, Remote working, BIOS, O365, and Application support. - Represent the service(s) across the organization. - Accountable for the successful resolution of medium and low problems. - Contribute to tracking and reporting against agreed service KPIs, SLAs, Service Health, and contractual obligations of 3rd party Service Providers. - Drive continuous technical improvement to the service ensuring Security and Architectural standards are adhered to. - Maintain knowledge and understanding of the wider Workplace portfolio and identify opportunities to leverage complementary technologies for efficiency. - Contribute to the technical governance of service management processes including incident, problem, change, configuration, capacity, continuity (DR), availability, asset, monitoring, and alerting. Qualifications Required: - 3-6 years of experience delivering technical support and service in an enterprise ITIL environment. - Certifications in ITIL / Microsoft (Good to have). - Working knowledge of industry stand