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Intuit Senior Service Desk Analyst India, Karnataka, Bengaluru 248275852
30.08.2024
Qualifications
- Bachelor's degree in Computer Science or related field
- IT Industry certifications to understand infrastructure, IT Operation (e.g. ITIL, CCNA, AWS, MCSE, Linux, Mac and Windows Operating system)
- 5+ years of experience in IT service desk support, including experience in a senior technical support capacity
- Strong analytical and problem-solving skills
- Knowledge of ITSM tools such as ServiceNow, JIRA.
- Advanced knowledge and hands-on troubleshooting of Windows, MAC, iOS and Android operating systems, collaboration tools, and end user applications
- Knowledge in Office365, Active Directory, hardware and software, telephony, audio-visual equipment, and networking.
- Advanced Knowledge on workforce, business applications and collaboration tools such as MS office, Zoom, Slack, backup, office 365, Google Workspace, MDM Solution, Cloud PC, etc.
- Experienced with Enterprise security tools such as VPN, Antivirus, DLP, Encryption etc.
- Strong Technical understanding on, DNS, DHCP, DFS File Server, Managed Print Services, basic networking.
- Strong experience with ITSM Tool - Incident, Request, Reporting, Knowledge Base, CMDB
- Analytics Tool ie. Tableau,Power BI, Qlik, Excel, Python desirable
- Experience with Powershell/bash scripting is desirable
- Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively.
- Clear and professional verbal and written communication to customers and management.
- Effective customer service skills: Consistently meets expectations for both speed and quality of results in identifying and fulfilling customer requests, complaints and issues.
- The successful candidate will exhibit the following traits:
- Analytic Ability: Makes well-reasoned, appropriate decisions based on analysis of highly uncertain input or outcomes; Integrates information from a variety of sources, quickly, to arrive at a broad understanding of issues; Approaches problems or issues systematically, looking for connections, trends and potential causes.
- Business Results Orientation: Anticipates and addresses obstacles, redirecting efforts to accelerate work or improve quality while achieving results in a timely manner; Surfaces problems, issues and solutions with speed and accuracy; Holds self and team accountable for outcome.
- Communication: Prepares and delivers coherent, highly credible and engaging presentations that have impact; Writes technical concepts and information clearly and thoroughly for technical and non-technical audiences; tailors communication style and content to the audience.
- Creativity & Innovation: Demonstrates initiative, creativity and innovation to drive more effective design and process ideas to fruition within or outside their area of discipline; Demonstrates an entrepreneurial perspective by envisioning, aggressively pursuing, new and innovative ideas and approaches to achieve business unit objectives; Leverages leading-edge technologies, processes, tools and practices to contribute to the organizations future.
- Decision Making: Chooses the best alternative(s) based on a review of pros, cons, trade-offs, timing and implications; Evaluates the consequences and implications of alternatives, actions or decisions at a work group level; Makes timely decisions on problems/issues requiring immediate attention. Supports the speed and quality of decision making.
- Organization Influence & Relationship Management: Proactively builds a broad base of support among key decision-makers and influencers; Advocates for positions firmly, but appropriately, without pushing or compromising positions too much; Presents a persuasive rationale for positions; Deep customer empathy - listening to customer, establishing long standing relationship and trust. Follow through to customer resolution; maintains customer satisfaction and loyalty; Gathers and internalizes rich customer feedback, using it to generate innovative solutions that fill core or future needs; Addresses customer needs by involving the right people at the right time.
- Learning Ability: Demonstrates flexibility and resilience in response to obstacles, constraints, adversity and mistakes; Seeks opportunities to learn from new discoveries, innovations, ideas and ways of looking at things; readily and resourcefully adapts to changing needs, conditions, priorities and opportunities.
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