IT Service Desk Analyst - Hybrid

Company Description

Are you ready to accelerate your career? Join Cielo as an IT Service Desk Analyst! A career at Cielo will give you the opportunity to work with the industry’s smartest people and to take ownership of your success!  

Cielo is a brand that reflects our big idea – that talent is rising – and with it our opportunity to rise above. We create careers for ambitious people by moving beyond traditional assumptions of what it means to work in talent acquisition.

Cielo is the world's leading Talent Acquisition Partner. We deliver a better talent experience for everyone through Talent Acquisition, Search, Consulting, and Digital Accelerators™. With our fresh approach – we design and build comprehensive, proven solutions inspired by technology to find and keep the unique talent that elevates our clients above the competition.  

Cielo is an equal opportunity employer and will not discriminate against any applicant for employment because of race, color, religion, sex, national origin, disability, age, genetic information, or any other status protected by state or local law for an individual who falls within the jurisdiction of such law. Applicants who require an accommodation throughout the application and interview process should request this in advance by contacting Cielo Talent Acquisition at talent.acquisition@cielotalent.com

Job Description

The IT Service Desk Analyst is responsible for providing customer-centric, results-oriented technical support to Cielo employees. This position provides first level support both remotely and face-to-face to our internal customers across their region, as well as the other regions around the globe. The IT Service Desk Analyst provides excellent service, is highly responsive to customer requests and has a strong understanding of the client program/team needs within their service area.

• Work Location: Gurgaon
• Work Arrangement: Hybrid (3 days in a week)
• Work Schedule: APAC 1st Shift (9 AM -6 PM IST)
• Specific requirements: Minimum of two or more years’ IT experince.

Duties And Responsibilities

• Independently addresses and resolves incidents and requests; logs all incidents and requests in a Help Desk ticketing system.
• Installs, troubleshoots, maintains and modifies end-user computer systems.
• Recommends hardware and software additions or changes; identifies process improvement opportunities.
• Provides individual and group instructions, as needed, on the use of equipment and software and on network features.
• Assists with employee onboarding, updates and termination activities.
• Creates documentation for Help Desk processes and procedures.
• Assists with special projects as assigned.
• Ensures a positive end-to-end customer experience and provides a single point-of-contact for the customer.
• Ensures reported security and privacy incidents are identified and handled in a timely manner.
• Keeps all Service Desk operations compliant with InfoSec and Privacy policies.

Qualifications

Position Requirements

Education:

• University degree, preferably in the fields of Computer Science or Information Technology or related field or a combination of education and experience is required this position.

Experience:

• Previous experience working in an IT level one support role.
• The ability to manage, maintain, troubleshoot and support users, equipment, software, and services.
• Strong mobile computing hardware experience.
• Experience with VoIP Phone systems.
• Excellent English and communication skills, both oral and written.
• Effective interpersonal skills, conveying a positive, collaborative, and professional image toward peers, management, and customers.
• Ability to work in a self-directed manner as needed.

Exposure:

• Extensive knowledge of Microsoft Windows and Microsoft Office components.
• Capable of imaging, deploying, and troubleshooting laptops.