Service Desk Analyst
India
Full Time
Experienced
At Flexcar, we're disrupting a century-old industry by reimagining car ownership from the ground up. We've built the world's first month-to-month car lease platform. No down payment, no multi-year contracts, no BS. We give customers the freedom to drive what they want, when they want, with insurance and maintenance included. We're offering a better way to own a car.
Now, we are expanding the IT Team at Flexcar and looking for a Service Desk Analyst to join us. This role will ensure that consistency and quality are maintained while providing exceptional IT experience for our employees. Flexcar’ s Service Desk Analysts will be the first point of contact for all Flexcar end-user technical support needs. The Service Desk Analyst role will support hardware, software, applications, and mobile devices for both Windows and Mac users. This role will be expected to troubleshoot end-user issues in person and remotely, in a timely and accurate fashion, while adhering to established SLAs and all documented protocols and standard operating procedures.
All candidates must possess and cultivate a focus on providing the Avid end users with superior customer service experience, maintain a high level of service satisfaction among team members and end-users, and resolve both hardware and software problems quickly and correctly with accurate and informative communication.
Who will you support
Here is an opportunity for someone who is flexible to support our Flexcar team members who are present in different time zones in IST, PST & EST. Shift timing: 3.30 a.m. IST to 12 noon IST.
What will you do:
Now, we are expanding the IT Team at Flexcar and looking for a Service Desk Analyst to join us. This role will ensure that consistency and quality are maintained while providing exceptional IT experience for our employees. Flexcar’ s Service Desk Analysts will be the first point of contact for all Flexcar end-user technical support needs. The Service Desk Analyst role will support hardware, software, applications, and mobile devices for both Windows and Mac users. This role will be expected to troubleshoot end-user issues in person and remotely, in a timely and accurate fashion, while adhering to established SLAs and all documented protocols and standard operating procedures.
All candidates must possess and cultivate a focus on providing the Avid end users with superior customer service experience, maintain a high level of service satisfaction among team members and end-users, and resolve both hardware and software problems quickly and correctly with accurate and informative communication.
Who will you support
Here is an opportunity for someone who is flexible to support our Flexcar team members who are present in different time zones in IST, PST & EST. Shift timing: 3.30 a.m. IST to 12 noon IST.
What will you do:
- Provide friendly, customer-focused support centered on communication and follow through to the resolution of all support requests.
- Identify, analyze, and diagnose all support issues providing customers with an ETA for a resolution.
- Monitor the Service Desk ticket queues to ensure all support requests are addressed in a timely fashion and are assigned to the proper IT team in accordance with Flexcar’s designated service level agreements and knowledgebase instructions.
- Ensure that all support requests received via chat, walk-up, telephone, and email are properly entered into Flexcar’s ITSM tool in accordance with documented SLA/OLA policies.
- Oversee proper tracking of all hardware and software assets within asset management tools and in accordance with Flexcar’ s asset management best practices.
- Ensure timely escalation of all unresolved support requests to tier 2 Service Desk technicians.
- Adhere to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs.
- Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles.
- Analyze, identify, and recommend enhancements to existing procedures and propose future enhancements on areas needing further refinement with onboarding.
- Work with other departments and team members to identify problems areas and propose more efficient policies/procedures.
- Writes and/or revises end-user and internal training manuals and procedures relating to onboarding.
- Analyzes and evaluates tickets and makes recommendations to reduce common incidents – that can be managed within onboarding.
- Being a part of a company that is growing at a rapid pace.
- Provide useful IT insight and support for all level employees in the company
- Bachelor’s degree or Master’s degree in computer science/information technology.
- Minimum of 2 to 4 years as Service Desk Analyst supporting Mac & Windows devices.
- Preference for certifications in A+, Network+.
- Understanding of basic Network topology including basic connectivity troubleshooting techniques.
- Understanding with ITSM ITIL-based ticketing system.
- MS Intune and Addigy experience is a plus.
- Knowledge of common Microsoft Office 365 applications.
- Ability to adapt to a changing environment, where priorities and focus can change frequently.
- Experienced documentation skills.
- Basic experience with Adobe applications.
- Understanding of Azure Active Directory.
- Strong troubleshooting and critical thinking skills.
- Demonstrated strong customer service, interpersonal, and communication (written and verbal) skills.
- Effective time management with the ability to follow through and bring projects and tickets to a close accurately.
Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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