Analyst II
Summary
Provides advanced IT support for end-user devices and services in Pune, resolving incidents and managing IT assets while ensuring service excellence for Frontline Operations.
Job Summary
We are looking for Analyst II in our Chakan ISS Frontline team who serves as the primary technical point of contact for Frontline Operations in SAM market. This role is responsible for delivering high-quality IT support, resolving complex incidents, ensuring service excellence, supporting local and global IT initiatives, and acting as a trusted advisor to business stakeholders.
The position requires strong technical expertise across end-user devices, collaboration platforms, workplace technologies, IT service management processes, and IT asset lifecycle management while driving operational improvements and ensuring a superior user experience
What you will do
- End-user computing support (Windows 10/11, laptops, desktops, printers, peripherals)
- Microsoft 365 and Microsoft Teams support
- IT Service Management (ServiceNow or equivalent ITSM tools)
- Incident, Request and Problem Management
- IT Asset Management and lifecycle management
- Handling end to end life cycle of PR/PO creation process
- Network troubleshooting (LAN, Wi-Fi, VPN)
- Meeting room and Audio-Visual (AV) support
- Hardware and software troubleshooting
- Technical documentation and knowledge management
- Stakeholder and customer relationship management
We believe you have
- Minimum 10-12 years of experience in IT End User Services, IT Service Management, Global Technical Support
- Strong troubleshooting and analytical skills.
- Excellent verbal and written English communication.
- Customer-focused mindset with strong stakeholder management capabilities.
- Ability to work independently at site level and serve as the primary IT contact.
- Knowledge of ITIL processes and service delivery best practices.
- Ability to coordinate with global support teams and vendors.
- Understanding of information security, compliance, and audit requirements.
- Willingness to participate in project implementations and continuous improvement initiatives.
Minimum Education
Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.