IT End User Services Senior Analyst

POSITION SUMMARY

• The IT End User Services Senior Analyst provides foundational technical support to all users. They assist in analyzing and troubleshooting issues related to end-user computing digital assets (e.g., laptops, desktops, printers, mobile phones) and serve as a point of escalation for incidents that require local resolution.  Should have knowledge network and server troubleshooting. They work alongside the Platform Service Team to support corporate infrastructure and participate in various IT projects.

RESPONSIBILITIES

• Respond to service desk tickets and outages via phone, email, or online systems, ensuring incident management and escalation when necessary. Provide IT support for internal and external end-users in India and remote offices/ sites. 

• Build, configure, re-image, setup, update, repair, upgrade and maintain end-user computing devices (computers and mobile devices) to meet Vertiv’s compliance and security policies Provide second-level user support for hardware and software issues.

• Assist in hardware and software installation/configuration according to corporate policies and guidelines.

• Aid in troubleshooting and diagnosing hardware/software errors. In-depth knowledge of Microsoft Windows client operating systems, 11, 10, 8, 7 / Windows & Microsoft Office up to Office 365 Suite.

• Support basic network and server troubleshooting. Coordinate with global team for immediate resolution and permanent fix plan for recurring issues.

• Provide hands-on assistance for Audio/video conference & meeting room devices.  

• Help with local backup operations in alignment with corporate policies and support IT audit requirements.

• IT asset disposal - sorting, and boxing of the IT peripherals, accessories, desktops, and laptops for disposal. Removal of a long-term asset from the company's records.

• Maintain confidentiality on all user data and related information. 

• Strong emphasis on Manufacturing and/or Plant experience

• Being part of Asia support team, need to attend meetings with global team weekly & monthly for projects.

QUALIFICATIONS

• Bachelor's degree in computer science or equivalent experience.

• Lead IT End User operation and/or Customer Facing support

• 4-7 years of experience in managing IT infrastructure setup.

• Good understanding of networking, server infrastructure, IT asset management, vendor coordination.

• Ability to create and manage IT tickets effectively is required. Experience with ServiceNow preferred

• Proficient in verbal and written communications. Also, able to communicate complex IT issues to non-technical

• Can work effectively under pressure and with minimal supervision.