Service Desk Analyst - II

Job description

Helpdesk Ticket Triage, Queue Management, Incident Resolution, Project tasks closure within timelines Provide Remote End-user technical support including installation for hardware / software & peripherals Provide support/guidance to end-users related to O365 applications Ensure the required IT Security and patch levels are met and maintained pertaining to SCCM / anti-Virus & Web Filtering on Servers & PC’s. Provide support for mobile devices including iOS and Android based phones and tablets Triage and resolve MFA related issues, ensure users are enabled for MFA as appropriate Troubleshoot & resolve hardware issues relating to infrastructure and client equipment, wherever applicable Use of monitoring tools to proactively identify and respond to issues with the infrastructure, including but not limited to a) Servers b) Backups c) Network devices d) Bandwidth utilization e) Network performance/availability Technical Skills Knowledge of Autopilot, MDM etc. Knowledge of device deployment and management solutions Office365 (including but not limited to office apps, Teams, ODFB, Power BI) EndPoint (Systems & Mobile Phones) Technical trouble shooting and problem-solving skills IT Security Tools: Familiarity with various security tools and best practices Active Directory: Experience with managing and troubleshooting Active Directory Non-Technical Skills Oral & Written communication skills to effectively communicate with end-users in clear, understandable and concise non-technical terms Ability to write technical documentation Flexible/adaptable Customer Service Focused Professional Experience At least 3 years’ experience in a related role Certifications (Good to have) Microsoft certification – MCSE, MTA etc. A+ or equivalent Understanding of computer and server hardware ITIL ServiceNow or other cloud-based Help Desk system Use of remote troubleshooting tools e.g., Zoho Azure Basics Disclaimer The information about this job description given above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Enviri Corporation is a market-leading, global provider of environmental solutions for industrial, retail and medical waste streams, and innovative equipment and technology for the rail sector. We have an unrivalled breadth of experience across the globe and an impressive reputation stretching back more than a century. Based in Philadelphia, PA, with more than 13,000 employees and the company operates in more than 30 countries. About Enviri GSC Enviri GSC handles a wide range of services, finance and accounting shared services, global HR shared services, providing IT Service and helpdesk support and market research support to Harsco globally. We are Operating since 2008 & Serving 30+ Countrie s