Senior Service Desk Analyst
Description
What We’re Looking For:
Meltwater is searching for a Senior Service Desk Analyst located in Bangalore. Reporting to the APAC Service Desk Lead, you will join a dynamic IT team and play a pivotal role in supporting our technological landscape.
Meltwater is searching for a Senior Service Desk Analyst located in Bangalore. Reporting to the APAC Service Desk Lead, you will join a dynamic IT team and play a pivotal role in supporting our technological landscape.
Joining our Global team means immersing yourself in a dynamic blend of strategy and action. Our supportive environment is dedicated to nurturing your talents, providing mentorship, and embracing inclusive leadership principles. Collaborate with experienced colleagues and supportive leaders who are committed to guiding you along your journey.
What You'll Do:
- Support incoming incidents and requests via various channels to ensure courteous, timely, and effective resolution of end-user issues. Adhere to the Standard Operating Procedures and best practices set within Service Operations.
- Provide comprehensive IT onsite support services to the Bangalore office and remote support to other Meltwater offices.
- Install, configure, test, maintain, monitor and troubleshoot including but not limited to end-user Laptops, Software, hardware, networking, Microsoft Office suite, Gsuite, other IT Peripherals.
- Build & configure workstations for new users and upgrade existing equipment as needed.
- Work closely with the IT Engineering team and document troubleshooting steps, solutions, and best practices to create a knowledge base for future reference, training purposes, and to enhance support processes.
- Identify trends and contribute to finding solutions for problems or challenging issues and assist in managing major incidents with a focus on end user communications
- Assist new hire training for IT needs and handle new IT hire orientation for the APAC region.
- Oversee the asset management of IT equipment and Software, including inventory tracking, maintenance, and lifecycle management.
- Strong understanding of ITIL Information Technology principles.
- Act as the primary point of contact for escalations and incident related communications.
- Ticket Deep Dive analysis and develop strategies for improvement and keep up with new rollouts.
- Develop an effective and workable framework for managing and improving IT support in the organization. Advise management on situations that may require additional support or escalation.
- Review and analyze customer survey feedback to improve services, and user support experience and drive continuous improvement initiatives within the IT service desk team.
- Adhere to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the Service Desk Team.
- Mentor the team, fostering a positive and collaborative work environment. Promote knowledge sharing, including cross-training peers.
- ·Work on IT projects, office moves and fulfil additional, relevant, tasks appropriate to the role and business requirements on an ad-hoc basis.
What You'll Bring:
- Minimum of 5 years experience in IT Service Desk.
- Willing to work in flexible IST hours.
- Excellent problem solving and analytical skills.
- Strong research and troubleshooting techniques and be a Tech Savvy.
- Respond promptly and multitask effectively.
- Self-motivated and with a strong sense of accountability.
- Excellent verbal and written English communication skills.
- Strong customer service ethics.
- Certifications such as CompTIA A+ (or) Microsoft Technology Associate (or) The Apple Certified Support Professional (Preferred).
- Expert in Windows and Mac OS.
- Experience in facilitating meetings, ensuring that all viewpoints, ideas and problems are addressed.
- Expert in Hardware and Software Asset Management.
- Expert in Active Directory and Entra.
- Expert in Microsoft O365 and Google suite.
- Expert in Hardware Diagnostics and Repair and Asset Management.
- Experience Google Administration.
- Expert in Networking and VPN technologies.
- Experience with Jira.
- Expert in Intune and Jamf MDM solution Administration.
- Strong experience with IT Onboarding/Offboarding processes.
- Strong background in ITIL foundational concepts.
- Experience supporting Telephony Systems and Instant Messaging systems.
- Experience in IT Security Policies and Email security.
Benefits of working at Meltwater
- Enjoy flexible paid time off for enhanced work-life balance.
- Comprehensive health insurance tailored for you.
- Employee assistance programs covering mental health, legal, financial, wellness, and behaviour areas to ensure your overall well-being.
- Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
- Energetic work environment with a hybrid work style, providing the balance you need.
- Benefit from our family leave program, which grows with your tenure at Meltwater.
- Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
Where You'll Work: Richmond Road, Bangalore
When You'll Join: As Per Offer Letter
About Meltwater
At Meltwater, we believe that when you have the right people in the right environment, great things happen.
Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.
Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.
We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.
We’re proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.
We are Meltwater. Inspired by innovation, powered by people.
Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.
All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.
Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.