Help Desk Support Analyst I

Information Technology Mumbai, India

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Who we are and What we do
World Resources Institute (WRI) is an independent global research organization that turns big ideas into action at the nexus of environment, economic opportunity and human well-being. Our work focuses on building sustainable and livable cities and working towards a low carbon economy. Through research, analysis, and recommendations, World Resources Institute puts ideas into action to build transformative solutions to protect the earth, promote livelihoods, and enhance human well-being.
Overview for WRI India Operations 
WRI Operations team supports the crucial front-line work of the organization, they directly interact and work with Clients, Government agencies, Statutory bodies, Board of Directors, Vendors, and Consultants in fielding their inquiries, providing support at all the fronts and solving problems.  So that the WRI programs can be implemented without any hurdles and the researchers can develop high quality research documents, plans.
WRI operations team consists of various functions such as Budget and Finance, Accounting and Reporting, Legal Counsel, Human Resource, IT and Facilities management. Each role comes under the purview of operations and each function lead reports to the Director Operations and Director Operations report to the CEO of the Organization.
WRI Operations team strive for operational excellence across all functions starting with the recruitment, retention and management of WRI’s staff, our most important asset. We manage our endowment, the contributions entrusted to us, and our facilities in ways that are in line with our values and advance our mission. We maintain strict budgetary planning and financial controls to ensure that all contributions are managed in compliance with clients’ requirement.
About the Program:
 

WRI's Operations department strives to make all global offices fully capable and low risk, enhancing their operational capabilities, establishing sustainable growth through a bond of mutual respect, collaboration and sharing knowledge across the sisterhood of WRI offices. This is done by targeting upon standards of performance, measuring the efficiency and effectiveness for the sisterhood of offices. 
About your role:

You will report to Help Desk Analyst, Operations.
 
You will be based in Delhi office and provide Tier I & Tier II support in a high volume capacity responding to calls among a small team. The Global IT Team will support you.
 
How your day will unfold: 
 
Escalation Management (25% of time):
 
  • Leverage Endpoint Manager/Autopilot
  • Escalate priority support issues to senior staff and/ or corporate technology groups
  • Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently
  • Maintain a positive working relationship with business lines and other departments
 
Networking & Troubleshooting (50% of time):
 
  • Prioritize and schedule work as necessary to maintain department service level agreements
  • Maintain and monitor department mailbox
  • Update and maintain cases in a timely fashion
  • PC hardware and software procurement
  • Basic networking skills and troubleshooting
  • Wireless and remote connectivity troubleshooting
  • Works within a small or large systems team and contributes independently
  • Understands roles and responsibilities within the team
 
Technical Documentation (25% of time):
 
  • Writes clear and concise technical documents.
  • Enhances team productivity by helping others
  • Provides technical supervision on small projects
  • Working well with both internal and external group teams
 
Qualifications and Requirements we seek:
 
  • Education: You have a Bachelor’s degree in IT, Computer Science, engineering or relevant field
  • Experience: You have 2+ years of relevant, full-time work experience in the application support, supporting users in a remote/help desk environment
  • Experience in endpoint/workstation experience – Dell preferred
  • Experience in support Windows 10/11 in a corporate environment
  • Experience in support MS Outlook
  • Experience in support MS o365 suite desktop/web apps
  • Experience in Azure/Endpoint Manager experience
  • Must be team oriented and possess strong oral and written communication skills.
  • Able to prioritize and multi-task effectively while working in a fast-paced, demanding environment
  • Strong analytical and troubleshooting skills
  • Certifications are a plus – Microsoft preferred
  • Languages: Full fluency in English required and second language preferred
  • Requirements: Existing work authorization is required where this position. WRI is unable to authorize visa work authorization
Location:  Mumbai 
Duration: 1 years as term hire extendable based on performance and project requirements.
To Apply: Qualified applicants should apply online at www.wri.org/careers. All applications must be submitted online through this career portal in order to be formally considered. Only shortlisted applicants will be contacted for interview purpose.

List of Documents to be attached:
  • Cover Letter
  •  Resume
Only shortlisted applicants will be contacted for interview purpose. 
Diversity, Equity, and Inclusion (DEI) @WRI India
WRI India values and promotes diversity, equity and inclusion across all areas of our work and workforce. Integrating these values into our actions fosters a progressive and collaborative culture and can also enhance our impact.  It is our responsibility to create a welcoming working environment for people of diverse cultures, backgrounds and experience to learn together. We are responsible for fostering a safe and inclusive workplace where questions, concerns and information about diversity, equity and inclusion are part of our ongoing dialogue and development.
Learn more about WRI India’s commitment to Diversity, Equity, and Inclusion (DEI). Click Here

People-centric to the core:

We keep our people at the center of everything we do - from a welcoming work environment to benefits and a culture that encourages staff to stay healthy, happy, engaged, and growing.
Some of the non-monetary benefits that our staff get:

Health benefits: We cover health insurance for you and your loved ones for up to INR 8 lakhs
Term Insurance: Our term insurance policy covers life coverage of 50 lakhs per staff member
Employee Assistance program: Promoting mental well-being and supporting staff in achieving a satisfying work-life balance
Health & Nutrition: Personalized diet recommendation from a certified dietitian based on the physical health condition and lifestyle
Flexible work schedule:  Alternative work arrangements for all who are eligible by nature of their job
Learning culture: Workshops and trainings to empower staff, encourage new learning opportunities
Rest and Recharge weeks: We encourage staff to take time off to rest, rejuvenate, upskill, and pursue their interests.
Our leave policy: Avail personal time off at 36 per year, along with public holidays, maternity, paternity, and adoption leaves.
Click here to know more about our benefits Careers | WRI INDIA (wri-india.org)
Equal employment @WRI India
We believe in equal employment, it is our policy to recruit, and provide opportunities for advancement in all job classifications without regard to caste, religion, sex, age, marital status, sexual orientation, parental status, or disability.

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