Service Desk Analyst -1
India - Remote••December 10, 2023
Job Description: · Manage Internal IT support in a high-volume technical support environment· Basic understanding of networking concepts: TCP/IP, DNS, IP addressing, VPN , connectivity troubleshooting, etc.· Sound knowledge of application management in mobile devices (tablets, smart phones) and mobile apps in Android and iOS.· Strong understanding of Win 10 OS (Deployment and Support), Office 365 (User and group), Active Directory ( creating and managing user accounts, creating and managing distribution/security groups …).· Familiarity with Linux and MAC OS.· Manage service quality ensuring accurate and timely resolution of all incidents and SRs· Manage established Service Level Agreements.· Strong background and knowledge of desktops, laptops, and associated operating systems (Windows and MAC).· Incident management and Hardware / Software related troubleshooting skills· Familiar with device OS installation or re-imaging the device.· Good understanding of desktop applications such as MS Outlook, Teams, Company Portal, One-drive other desktop applications.· Implement policies and procedures consistent with a best-in-class IT Service Desk.· Perform capabilities gap analysis and drive continual service improvement across end user support services· Ensure that all documents related to known Errors and or workarounds are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.· Manage in accordance to known best practices and frameworks (preferably ITIL).· Responsible for support readiness for new sites, business units or project workforce· Hands on with ITSM tools like service-now(SNOW). Good understanding of Incident management, service request and tickets. Requirements For This Role Include: • Must be a Graduate. • Good communication skills with 2+ Years of international Support experience (Calls, Chat, emails…)• Good hold on English language(Writing + Speaking) • Must possess excellent customer handling skills • Should be comfortable to work in rotational shift with 24x7 support window.• Education BE or B. Tech or any other related professional degree preferred. ITIL/ITSM certifications desired but not required. About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future. More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.