Position: IT Service Desk Analyst
Company: GlobalLogic
Category: Support
Experience required: 1y
English level: intermediate

GlobalLogic company, is a software engineering company providing R&D software services, custom software solutions and consultancy expertise to companies across the globe.  GlobalLogic is a full-lifecycle product development services leader that combines deep domain expertise and cross-industry experience to connect makers with markets worldwide. Headquartered in the United States, Silicon Valley, GlobalLogic operates design and engineering centers around the world, extending the benefits of its authentic global presence to customers in digital media, electronics, healthcare, infrastructure, finance, retail, and telecom industries.


Requirements

- Intermediate knowledge of operating systems and applications in use within the Company, deployment experience on corporate equipment;
- Intermediate knowledge of Windows OS administration. PC architecture understanding;
- Basic knowledge of LAN, DHCP, DNS, Routing, TCP/IP stack;
- Basic knowledge in administration of AD, DNS, DHCP;
- Ambition to learn new systems, procedures, techniques in a short period of time;
- Ability to work independently or within an existing team of IT professionals;
- Good reporting and prioritization skills, excellent customer service skills;
- English Language Level: Intermediate level in writing, reading, speaking.



Responsibilities

- Operate as the first point of contact for GlobalLogic Employees’ IT requests by fielding incoming voice calls, requests in Issue Management System (IMS) and emails, troubleshooting problems remotely;
- Document resolutions for future reference;
- Register requests in IMS, which cannot be resolved remotely during 15 minutes, and assign to our level 2 and level 3 enmgineers;
- Manage employees’ access to companywide intranet resources;
- Ownership, monitor and track requests. Work closely with end users to resolve specific problems. Ensure that IMS requests are completed in a timely manner. Maintain high level of end-user satisfaction;
- Perform other duties of a similar nature or level.