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RSM India
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Senior Associate, Cloud Service Desk Analyst
1-3 years
Bangalore / Bengaluru
1 vacancy
Senior Associate, Cloud Service Desk Analyst
RSM India
posted 2mon ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- Initial level of client supports responsible for basic troubleshooting of client issues.
- Field incoming support requests via telephone, email, and ticket portal to ensure courteous, timely and effective resolution of client end-user issues.
- Dispatch support requests to other Service Desk Analysts as needed or other RSM teams as outlined in the client documentation.
- Document all pertinent client end-user identification information, including client name, end-user name, contact information and nature of problem or issue.
- Build rapport and elicit problem details from client contacts.
- Prioritize and schedule problems. Escalate problems, when required, to the appropriately experienced RSM Cloud & Managed Services Service Desk Analyst, Systems Engineer or Field Resource.
- Record, track and document the support request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet / Intranet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the RSM Cloud & Managed Services Team.
- Perform hands-on fixes at the server level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install managed services software to ensure client servers are monitored, patched, and secured
- Perform preventative maintenance
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow ups to support requests.
- Develop support request sheets and FAQ lists for client end-users and other RSM support consultants.
- Reinforce SLAs to manage client and end-user expectations.
- Alert RSM Cloud & Managed Services Management to emerging trends in service requests.
- Other duties as assigned.
- Bachelors degree in Information Technology or related preferred and/or combination of education and relevant experience.
- 1 - 3 years of experience in a technology end-user support role.
- Microsoft Certifications (MCP, MCSE, MCSA)
- Citrix experience
- Virtualization (VMWare or HyperV) experience
- Microsoft Azure experience (Azure Fundamentals)
- Microsoft O365/M365 Experience
- Microsoft Windows desktop and server operating system
- Linux server operating systems
- Strong communication, customer service and problem-solving skills
- Strong written communication skills
- Strong documentation skills
- Prior consulting and project management experience a plus
- Excellent client skills and customer relationship management skills
- Solid understanding of business and information technology processes.
Employment Type: Full Time, Permanent
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