Senior IT Support Analyst

We are looking for a proactive Technology Enthusiast to join us as a Service Desk Analyst for Bangalore. You will provide first-line support, utilizing your expertise in Active Directory Management, O365 admin console management, and Incident, Request, and Access management. A passion for technology, excellent analytical skills, and the ability to thrive in a cross-cultural environment are key attributes we seek. If you are curious, driven, and eager to explore new possibilities, wed love to talk to you about this exciting opportunity.

About You - experience, education, skills, and accomplishments

• Bachelor s degree in Computer Science, Engineering, Mathematics, etc or equivalent experience.
• Minimum 5 years of experience in Troubleshoot and resolve complex hardware, software, and network-related problems
• Oversee ticketing experience
• Mentor and coach IT Support Services staff.

It would be great if you also had . . .

• Proven troubleshooting skills within a support environment including a strong commitment towards incident resolution, and solid understanding of foundational IT technical issues and relationships.

• Experience in building, managing, and maintaining a knowledge base containing policies, procedures, documentation, and knowledge base articles related to the Service Desk and the IT Service Management team

• Proficiency in personal computer operating systems, security and office automation software, including Microsoft Windows 10, Active Directory, VPN, Exchange, Salesforce, Teams, Outlook, Word, Excel, PowerPoint, LucidChart, Microsoft SCCM, and Microsoft Office 365.

What will you be doing in this role

• By monitoring critical elements of the IT infrastructure, responding to system alerts and user request for assistance, you provide the front-line support required to delight both our internal and external customers.

• You will be instrumental in helping users resolve issues with hardware, software, connectivity, and product specific incidents or work requests.

• You will provide real time ticket entry and effective communications between customers and subject matter experts. You will provision hardware and software, maintaining audit controls and compliance tracking.

• Provide 1st level support to resolve IT problems across the organization (i.e. workstations, mobile computers, printers, peripherals, desk phones, application access, VPN, etc.) and answer the Service Desk phones

• Provide one-on-one end-user problem resolution, performing various IT support function such as creating, activating, disabling, and unlocking user accounts, network and application password resets, etc.

About the Team

APAC Workplace Services function with team members based across multiple geographies in APAC and India. The team comprises 20 Members and reports to the Director of IT Workplace Services.

Hours of Work

• Fulltime
• 45 h/week (Rotational)
• Hybrid working model

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.