Service Desk Analyst

We are looking for a proactive Technology Enthusiast to join us as a Service Desk Analyst for Bangalore. You will provide first-line support, utilizing your expertise in Active Directory Management, O365 admin console management, and Incident, Request, and Access management. A passion for technology, excellent analytical skills, and the ability to thrive in a cross-cultural environment are key attributes we seek. If you are curious, driven, and eager to explore new possibilities, we'd love to talk to you about this exciting opportunity.

About You – experience, education, skills, and accomplishments

• Associate degree or bachelor’s degree in computer or Equivalent combinations of education, work experience, and certification will be considered.
• At least 2 years experience of working in a support/service capacity; preferably global IT organization underlined by respective training certificates, but not mandatory.
• Some Knowledge of ITIL best practices (ITIL Foundations certification preferred but not mandatory.
• Atleast 1 years of experience in IT Service Management process and tools or experience.

It would be great if you also had . . .

• Flexible individual capable of dealing with the typical tensions that arise within an IT service environment; confident & customer focused; good problem-solving skills with the ability to follow written and verbal instructions.
• Proven troubleshooting skills within a support environment including a strong commitment towards incident resolution, and solid understanding of foundational IT technical issues and relationships.
• Experienced in interacting with external suppliers & service providers.
• Experience in building, managing, and maintaining a knowledge base containing policies, procedures, documentation, and knowledge base articles related to the Service Desk and the IT Service Management team
• Proficiency in personal computer operating systems, security and office automation software, including Microsoft Windows 10, Active Directory, VPN, Exchange, Salesforce, Teams, Outlook, Word, Excel, PowerPoint, LucidChart, Microsoft SCCM, and Microsoft Office 365.

What will you be doing in this role?

• By monitoring critical elements of the IT infrastructure, responding to system alerts and user request for assistance, you provide the front-line support required to delight both our internal and external customers.
• You will be instrumental in helping users resolve issues with hardware, software, connectivity, and product specific incidents or work requests.
• You will provide real time ticket entry and effective communications between customers and subject matter experts. You will provision hardware and software, maintaining audit controls and compliance tracking.
• Provide 1st level support to resolve IT problems across the organization (i.e. workstations, mobile computers, printers, peripherals, desk phones, application access, VPN, etc.) and answer the Service Desk phones
• Install/uninstall, troubleshoot, data recovery, access and maintain applications, products and equipment and Also, Identify, analyze and repair equipment failures, order and replace parts/material as needed.
• Provide one-on-one end-user problem resolution, performing various IT support function such as creating, activating, disabling, and unlocking user accounts, network and application password resets, etc.
• Implementation/Installation and administration/maintenance of IT services with focus on availability, reliability and manageability following Clarivate’s IT standard processes in coordination with responsible IT service management.
• Support implementation of new and/or improved IT processes following ITSM standards and Enter all calls/incidents/request/updates in ServiceNow

About the Team

Our existing team is a diverse and skilled group, collaborating to provide exceptional IT service and solutions. They embrace a cross-cultural work environment, continuously learn and stay updated with technology trends, ensuring top-notch support for our users. With expertise in ITIL practices, Active Directory user management, O365 admin console management, Windows troubleshooting, and hardware (laptop/desktop) troubleshooting, we are well-equipped to handle a wide range of IT challenges.

Hours of Work

• Full time
• 45 h/week- 24/7 environment with 5 days working
• Work from Office

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.