Help Desk Support Analyst I, Mumbai
Provide Tier I & II IT support for the Mumbai operations.
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Overview
Provide Tier I & II IT support for the Mumbai operations.
You have:
- Bachelor's degree in IT, Computer Science, engineering or relevant field
- 2+ years of relevant, full-time work experience in application support, supporting users in a remote/help desk environment
- Experience in endpoint/workstation experience – Dell preferred
- Experience in supporting Windows 10/11 in a corporate environment
- Experience in supporting MS Outlook
- Experience in supporting MS O365 suite desktop/web apps
- Experience in Azure/Endpoint Manager
- Must be team oriented and possess strong oral and written communication skills
- Able to prioritize and multi-task effectively while working in a fast-paced, demanding environment
- Strong analytical and troubleshooting skills
- Full fluency in English required and second language preferred
- Existing work authorization is required where this position is. WRI is unable to authorize visa work authorization
Help Desk Support Analyst I, Mumbai
About us
World Resources Institute (WRI) is an independent global research organization that turns big ideas into action at the nexus of environment, economic opportunity and human well-being. Our work focuses on building sustainable and livable cities and working towards a low carbon economy. Through research, analysis, and recommendations, World Resources Institute puts ideas into action to build transformative solutions to protect the earth, promote livelihoods, and enhance human well-being.
Our mission and values:
Our mission is to move human society to live in ways that protect Earth’s environment and its capacity to provide for the needs and aspirations of current and future generations.
Our values are shared ideals that bind us together: Integrity, Innovation, Urgency, Independence and Respect.
Our culture:
We are committed to advancing gender and social equity for human well-being in our mission including equal opportunities in employment. All qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, sex, national origin, age, caste, marital status, sexual orientation, gender identity and expression, disability, or protected Veteran status.
Overview for Operations
Operations team supports the crucial front-line work of the organization, they directly interact and work with Clients, Government agencies, Statutory bodies, Board of Directors, Vendors, and Consultants in fielding their inquiries, providing support at all the fronts and solving problems. So that the WRI programs can be implemented without any hurdles and the researchers can develop high quality research documents, plans.
Operations team consists of various functions such as Budget and Finance, Accounting and Reporting, Legal Counsel, Human Resource, IT and Facilities management. Each role comes under the purview of operations and each function lead reports to the Director Operations and Director Operations report to the CEO of the Organization.
Operations team strive for operational excellence across all functions starting with the recruitment, retention and management of WRI’s staff, our most important asset. We manage our endowment, the contributions entrusted to us, and our facilities in ways that are in line with our values and advance our mission. We maintain strict budgetary planning and financial controls to ensure that all contributions are managed in compliance with clients’ requirement.
Operations department strives to make all global offices fully capable and low risk, enhancing their operational capabilities, establishing sustainable growth through a bond of mutual respect, collaboration and sharing knowledge across the sisterhood of WRI offices. This is done by targeting upon standards of performance, measuring the efficiency and effectiveness for the sisterhood of offices.
Job Highlight:
You will report to Help Desk Analyst, Operations for our Mumbai office
You will be based in Mumbai office and provide Tier I & Tier II support in a high volume capacity responding to calls among a small team. The Global IT Team will support you.
What you will do:
Escalation Management (25% of time):
- Leverage Endpoint Manager/Autopilot
- Escalate priority support issues to senior staff and/ or corporate technology groups
- Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently
- Maintain a positive working relationship with business lines and other departments
Networking & Troubleshooting (50% of time):
- Prioritize and schedule work as necessary to maintain department service level agreements
- Maintain and monitor department mailbox
- Update and maintain cases in a timely fashion
- PC hardware and software procurement
- Basic networking skills and troubleshooting
- Wireless and remote connectivity troubleshooting
- Works within a small or large systems team and contributes independently
- Understands roles and responsibilities within the team
Technical Documentation (25% of time):
- Writes clear and concise technical documents.
- Enhances team productivity by helping others
- Provides technical supervision on small projects
- Working well with both internal and external group teams
What you will need:
- Education: You have a Bachelor’s degree in IT, Computer Science, engineering or relevant field
- Experience: You have 2+ years of relevant, full-time work experience in the application support, supporting users in a remote/help desk environment
- Experience in endpoint/workstation experience – Dell preferred
- Experience in support Windows 10/11 in a corporate environment
- Experience in support MS Outlook
- Experience in support MS o365 suite desktop/web apps
- Experience in Azure/Endpoint Manager experience
- Must be team oriented and possess strong oral and written communication skills.
- Able to prioritize and multi-task effectively while working in a fast-paced, demanding environment
- Strong analytical and troubleshooting skills
- Certifications are a plus – Microsoft preferred
- Languages: Full fluency in English required and second language preferred
- Requirements: Existing work authorization is required where this position. WRI is unable to authorize visa work authorization
Location: Mumbai
Duration: 1 years as term hire extendable based on performance and project requirements.
To Apply: Qualified applicants should apply online at www.wri.org/careers. All applications must be submitted online through this career portal in order to be formally considered. Only shortlisted applicants will be contacted for interview purpose. List of Documents to be attached:
- Cover Letter
- Resume
Only shortlisted applicants will be contacted for interview purpose.
People-centric to the core:We keep our people at the centre of everything we do - from a welcoming work environment to benefits and a culture that encourages staff to stay healthy, happy, engaged, and growing.
Some of the non-monetary benefits that our staff get: Health benefits: We cover health insurance for you and your loved ones for up to INR 8 lakhs
Term Insurance: Our term insurance policy covers life coverage of 50 lakhs per staff member
Employee Assistance program: Promoting mental well-being and supporting staff in achieving a satisfying work-life balance
Health & Nutrition: Personalized diet recommendation from a certified dietitian based on the physical health condition and lifestyle
Flexible work schedule: Alternative work arrangements for all who are eligible by nature of their job
Learning culture: Workshops and trainings to empower staff, encourage new learning opportunities
Rest and Recharge weeks: We encourage staff to take time off to rest, rejuvenate, upskill, and pursue their interests.
Our leave policy: Avail personal time off at 36 per year, along with public holidays, maternity, paternity, and adoption leaves.
Potential interview questions
| Describe your experience in supporting Windows environments. What specific tasks did you handle? | To assess your hands-on experience and familiarity with Windows support. | Outline your specific roles and responsibilities, focusing on tools and processes used. |
| How do you prioritize tasks and manage your time in a demanding IT support environment? | To understand your time management skills and ability to work under pressure. | Pro members can see the explanation. |
| Explain a time when you had to troubleshoot a complex technical issue. What was the issue and how did you solve it? | Pro members can see the explanation. | Pro members can see the explanation. |
| Can you give an example of a technical document you've created? What was its purpose? | Pro members can see the explanation. | Pro members can see the explanation. |
| What experience do you have with remote support tools? How do you ensure effective troubleshooting remotely? | Pro members can see the explanation. | Pro members can see the explanation. |
| Describe a situation where you had to engage with a difficult customer or colleague. How did you handle it? | Pro members can see the explanation. | Pro members can see the explanation. |
| Discuss your familiarity with ITIL or other IT service management frameworks. How do they apply to your work? | Pro members can see the explanation. | Pro members can see the explanation. |
| What certifications do you hold that are relevant to this role? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 1 year ago
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Updated 9 months ago
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Source:
wri.org
