Job Title: Graduate Analyst - Deskside & Technology Support
Desk Side & Technology Support Analyst - Trainee
Group name: IT Services – Service Delivery
Grade: T1
Location: India
Reports to: Service Delivery – Lead, Deskside & Technology Support
Background
The delivery of Information Technology the SNC Lavalin Group of companies is via a function called IT Services which is organised as a global operation with significant presence in Canada, India and the UK. IT Services has developed an operating model to revolutionise the way IT services are provided to the company, moving from a ‘Business as Usual’ focus to an organisation driven by Business Value. Key concepts include transitioning to digital products, adopting agile delivery approaches across the organisation, leveraging cloud services, and applying focus to supporting company project bids and delivery.
Job Details
Purpose of the Team/Role
The Desk Side and Technology Support Analyst - Trainee is responsible for the resolution of all 2nd Line incident and service requests. They will have a good understanding of IT deskside technologies and demonstrate excellent customer service skills.
Key Deliverables/Responsibilities
Manage IT Asset and configuration (CI / CMDB) management Processes
Deploy / Image Laptop / Desktop computers and peripherals, record and track assets document during deployment according to IT Services standards and workflow procedures.
Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
Typically provides technical support for Internal and External customers
Support the Senior Desk Side team and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IT Services facilities.
Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
Provide weekly/daily reports/time Health checks and updates on current issues
Full time On-site availability required.
Experience Required
Essential:
Key Skills:
Excellent verbal and written communication.
Good Knowledge On Operating Systems, Hardware, Networking and MS Applications
Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.)
Multitasking and coordination skills
Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions
Willingness and ability to work in shifts (24 x 7) as and when needed
Travel expected to other offices in Bangalore
Full time On-site availability required.
Minimum Education Required:
Bachelor’s Degree in any Technical stream – BCA or BSc Computer Science.
Good to have:
Hardware / Networking certificate (A+, N+)
No prior experience required(Good to have basic troubleshooting Knowledge)
