Analyst - IT

About Us UnitedLex India Pvt Ltd (erstwhile iRunway India Pvt Ltd) is a data and professional services company delivering outcomes that create value and competitive advantage for legal and the business. Our business is anchored by a passion for innovation brought to life by a global community of diverse individuals determined to deliver on the promise of data mastery, legal acumen, and human ingenuity.

About the Role A short paragraph summarizing the key role responsibilities.

Responsibilities

• Logging all relevant incident/service request details, allocating categorization and prioritization codes
• Conducting full and through diagnostics with end users to enable first point of contact fault resolution
• Resolving incidents/service requests when first contacted whenever possible
• Handling user calls
• Provides user guidance by remote control support software to the end-user community on hardware, software, and network related problems, questions, and use
• Responsible for the configuration, maintenance, and troubleshooting of end user computing devices, related applications, and peripherals (will include desktops, laptops, mobile devices, workstation operating systems, and related network)
• Follow the onboarding and offboarding process to ensure the smooth transition of new hires and leavers
• Work with senior staff and other groups to resolve technical problems
• Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis
• Follow set policies and procedures when assisting users to ensure proper handling of requests
• Contribute knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support
• Delivers regular, ongoing preventative maintenance activity to desktop applications and hardware
• Work with simple to moderately complex Active Directory functions such as file share rights, manage permissions on the security groups, access of O365 applications
• Coordinate with the other IT teams to complete the project related tasks
• Work on other SOP driven tasks like Access modification on Mailbox, email forwarding, VDI Access, VDI Reset etc
• Completing other duties as assigned outside of normal workload
• Work in 24x7 rotational shift to provide support and resolve remote support tickets

• Minimum 3-5 years of relevant experience
• Excellent troubleshooting and critical thinking skills
• Be ready to work in rotational shifts (24*7)
• Strong Conceptual skills
• Good Communication Skills
• Good team player
• Should have working experience on Manage engine Desktop central for desktop/laptop patching
• Should have experience on bulk deployment from SCCM, Endpoint or any 3rd party tool
• Should understand the basic concept of windows domain environment and working experience on AD user provisioning
• Should have working experience on level 1 administrative tasks on 0365 (email account, DL, creation, modification etc.)
• Working knowledge of Standard desktop software and functions (e.g., antivirus, encryption, browsers, plug-ins, audio / video functionality)
• Troubleshooting experience of MS Office suite
• Should be familiar with all the MS Office applications being used in office
• Should be able to identify the MS Office related issues
• Should be able to provide all relevant information to specialist team
• Good understanding of different add-ins and plugins
• Working knowledge of Windows OS
• Should understand the different features of Windows
• Should be able to identify Windows related issues
• Should be able to document the issue clearly with the complete details so that if required, the next level team can help on it further

Work Conditions

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  All specific company policies to apply without exception
• Compulsory adherence of ISO/IEC 27001: 2013 guidelines

Qualification & Attributes

• Experience
• Minimum 3-5 Years of relevant experience BPO F&A experience, preferably voice process for U.S and U.K markets
• Good English communications skills both written and verbal
• Proficiency and accuracy in high volume data entry and use of Microsoft Excel and Outlook
• Should have a good knowledge on Windows Troubleshooting/Office 365 Administrations/Any ITSM tool (Preferably: Service Now)

Education

• Graduates (Any Stream)
• Good to have: ITIL V4 foundation

Personal attributes

• Must be well organized and able to juggle multiple tasks - dynamic, and action-orientated, which meets deadlines and makes it happen
• Must have ability to build and maintain relationships and work confidently with people at all levels
• Must possess an enthusiastic and approachable personality
• Must be an excellent communicator (written and verbal) with the ability to earn trust and credibility
• Must have ability to demonstrate a high degree of confidentiality
• Must be willing to accept responsibility and make decisions based on experience, education and understanding of business/client needs