Service Desk Analyst
The Helpdesk Tech will provide proactive and reactive services for Rightpoint’s Managed Services clients. The scope of work includes ticket management, triage, and L1 - L2 technical support for end-user, application, infrastructure, and cloud. Proactive work includes project support, system administration, and maintenance. The Service Desk Tech will join the Managed Services DevOps/NOC team that provides 24x7 support in a fast-paced and dynamic environment. The ideal candidate should have the aptitude to manage multiple clients and tasks. Prioritization of work and time management is crucial. The candidate must also be generally excited about all things technology, exhibit outside-the-box thinking, and have an approachable attitude and personality.
Responsibilities Provide professional, remote (from the RP office) support in a fast-paced environment Provide front-line remote support for incoming requests and manage these requests in the Help Desk ticketing system as they progress towards resolution. Responsibilities include triaging, routing, alerting, issue isolation, troubleshooting, and resolution of systems and applications Identifies recurring problems, working with the team to identify the root cause, then planning and executing the necessary steps to eliminate the possibility of reoccurrences Own and contribute to the Knowledgebase Prepare and support product launch/go-lives Conduct scheduled maintenance, patching, and deployments Implement, deploy, and migrate systems and applications Take part in the pager rotation to provide support coverage during non-business hours Training will be provided.
Able to serve as a technical escalation point.
Minimum Requirements A minimum of 3+ years of relevant IT experience in Service Desk, Application, and System Support Exposure to Infrastructure Technologies Servers, SANs, Windows Server. Exposure to Network Technologies Routers, Switches, Firewall, UTM, LAN/WAN. Exposure to Cloud Technologies Microsoft Azure, O365, AWS, Rackspace General knowledge of Web Application Web Servers, IIS, Web Technologies Exposure to and understanding of ITSM/ITIL and ticketing system a plus Exposure to and understanding of RMM tools a plus Good verbal and written communication skills Ability to troubleshoot and resolve application and system issues Exceptional documentation skills and attention to detail for documentation (design documentation, processes/procedures, environment diagrams, etc.) are desired Education: Any Graduate Industry: IT-Hardware/Networking, Telecom. Language proficiency in English including reading, writing, and speaking is a must.
Benefits and Perks at Rightpoint
- 30 Paid leaves
- Public Holidays
- Casual and open office environment
- Flexible Work Schedule
- Family medical insurance
- Regular Cultural & Social Events including Diwali parties, Team Parties, Team outings, etc.
- Continuous Training, Certifications, and Learning Opportunities
Rightpoint, a Genpact Company, is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.