IT Service Desk Analyst (night Shift)

IT Service Desk Analyst (night Shift)

GP Strategies India Private Limited
1 - 3 Years
Not Specified

Job Description

Essential Duties and Responsibilities

  • Acknowledge receipt of all user tickets within defined Service Level Agreements (SLAs).
  • Maintain defined Key Performance Indicator (KPI) levels.
  • Take phone calls from end users and 3rd parties.
  • Log detailed descriptions of issues into the ServiceDesk ticket system.
  • Take ownership of tickets and manage them through to closure.
  • Communicate with users to collect information about problems; investigate user problems and identify their source; determine possible solutions; test and implement solutions.
  • Perform procedural IT related tasks such as unlocking user network accounts, resetting passwords, creating use network accounts in AD and Exchange (O365), creating Cisco VOIP accounts.
  • Work with corporate purchasing and accounting teams to ensure all required information is processed correctly
  • Assist in providing and maintaining the IT Hardware Inventory.
  • Undertake ad-hoc project work when required.
  • To participate in the staff development programme within the framework of IIP and within the agreed individual staff development plan.
  • To ensure that the Equal Opportunity, Health and Safety and Quality Procedures are adhered to within your area of responsibility and that any non-compliance is reported to the appropriate level of Management.
  • To ensure that the corporate values of the Company are actively promoted and implemented at all times.
  • To support a culture that promotes teamwork and discourages divisiveness at all organisational levels.
  • To communicate with internal and external agencies, staff, customers, management and peers in a manner appropriate to your position at all times and act in accordance with your confidentiality agreement with the company at all times.
  • To ensure that any defective equipment/building faults are reported promptly to your Manager.
Essential Requirements

  • Experience working in an IT department
  • Knowledge of the following tools:
MS Windows 7 10
Active Directory
MS Exchange
  • Highly organised with the ability to prioritise a variety of tasks/deliverables
  • Microsoft Office experience in a working environment.
  • Desire to offer outstanding customer service.
  • Attention to detail.
  • Excellent inter-personal skills.
  • Experience of liaising with 3rd party suppliers.
  • Ability to follow direction without question.
  • Ability to work without direct supervision.
  • Ability to maintain sound and effective working relationships.

GP Strategies Corporation (NYSE: GPX) is a global performance improvement solutions provider of training, eLearning solutions, management consulting and engineering services. GP Strategies' solutions improve the effectiveness of organizations by delivering innovative and superior training, consulting and business improvement services customized to meet the specific needs of its clients. Clients include Fortune 500 companies, manufacturing, process and energy industries, and other commercial and government customers. Additional information may be found at

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level Hiring For: Junior Level, Mid Level, High Level, Top Management

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