IT Service Desk Analyst I – India
Forcepoint is transforming cybersecurity by focusing on what matters most: understanding people’s intent as they interact with critical data and intellectual property wherever it resides. Our uncompromising systems enable companies to empower employees with unobstructed access to confidential data while protecting intellectual property and simplifying compliance. Based in Austin, Texas, Forcepoint supports more than 20,000 organizations worldwide. For more about Forcepoint, visit www.Forcepoint.com and follow us on Twitter at @ForcepointSec.
The IT Service Desk Analyst provides 1st line IT support to global users in the US, EMEA and APAC. They escalate complex issues to appropriate functional backend teams and perform special projects as assigned.
Analyse and resolve problems in accordance with service level agreements, escalating when necessary. Provide IT support for the global staff, utilising ServiceNow to manage your work load. Provide troubleshooting and configuration support for client desktop and networking environment. Ensure all New Hire and Exit processes for local offices are met on time and up to standard. Liaise with Global IT Support in Austin, Reading and San Diego to implement best practices. 24/7 Support provided from all the three regions (EMEA, APAC and AMER combined). Perform root-cause analysis, doing what is necessary to prevent problems from recurring. Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems. Investigate and implement ways of reducing calls and case volume to the Service Desk. Document procedures, corrective actions, and update knowledge base system. Keep peers and management informed of trends, significant problems, and unexpected delays. Keep customers informed of global problems, scheduled downtime, and open tickets Stay up-to-date with both technical and interpersonal training to ensure sharp knowledge and skill set Log, track, resolve, dispatch, and reroute calls via a customer management system Provide efficient tracking of IT Inventory Troubleshoot MS Office, Windows 7/10, TCP/IP, Internet utilities, and various other software applications Troubleshoot cell phones and various other hardware devices
Education and Experience
1 – 3 years of customer service experience in a professional industry
Active Directory experience
Microsoft Outlook and Office365 support experience
Desktop and Laptop hardware support experience
CISCO and IP Telephony experience
Understanding of LAN/WAN technologies and protocols
Proficient written and verbal English
Previous experience of working in an IT Support capacity
Service Operations and experience working within an ITIL environment across a global IT team
If you are looking for a new opportunity with a true market leader there are few better than this. The salary and benefits package is impressive. This is a company that truly believes in rewarding their staff and offers a defined career path for all their employees. If you have the relevant experience and are seeking a new challenge, we would certainly like to hear from you.