Information Technology (IT) Service Desk Analyst - Level 1

Description

Please only Apply if you reside in Bangalore or will 100% Relocate

As the front line of Meltwater ITs Service Desk, the ITSDA Tier 1 team members will be responsible for immediate ticket triage, categorization, urgency clarification, and routing. Onboarding and offboarding duties, asset management and some ticket troubleshooting are also part of this role.

Key Responsibilities:
 Work in a 24-hour shift pattern (rotating 8-hour shifts with a 24x7 team) to provide Tier 1 IT support
 Triage tickets, initiate troubleshooting and ultimately route them with the appropriate urgency and categorization as required.
 Responsible for ensuring assigned tasks are completed within Service Level Agreements (SLA)
 Escalate tickets as and when required in a timely manner
 Communicate initial ticket expectations to employees.
 Contribute to the on and off-board process for employees and contractors.
 Manage the Employee Transfer Process internally for our systems
 Administration of Email and Active Directory
 Manage shipping and return of available assets from stock
 Track all work and document records of action performed
 Document resolutions and update Knowledge bases with approval of Tier 1 manager
 Participate in all service desk activities with a view to continuously improving service
 Provide high-level customer service to employees

Skills & Technology Experience Required:
 Minimum 1 year experience in an IT troubleshooting, customer-facing role
 Ability to effectively manage large ticket volumes
 Excellent problem-solving and analytical skills
 Strong research and troubleshooting techniques
 Respond promptly and multitask effectively
 Strong customer service ethics
 Be a Team Player
 Windows and Mac OS experience
 Active Directory Experience (create, move & delete users)
 Experience in Microsoft applications including O365, Exchange
 Experience with Cloud apps such as Adobe/Google
 Knowledge of Microsoft Word, Excel, and PowerPoint
 Basic Network/VPN troubleshooting experience
 Experience with Service Desk Ticketing Systems
 Exposure to Intune and Jamf MDM environments
 Exposure to the Azure platform
 Previous experience with On/Offboarding processes (preferred)
 Knowledge of the ITIL Framework (preferred)
 Experience supporting Telephony Systems and IM systems (preferred)

Benefits of working at Meltwater
 Flexible Paid Time Off
 Maternity and paternity allowances
 Wellness allowance
 Internet allowance
 Brilliant team dynamic
 Constant technical and soft skills training and development
 Open door policy from the management team

About Meltwater

With 20 years of experience in the field of online media monitoring, Meltwater is a global leader in media intelligence and social analytics SaaS solutions - helping to bridge the gap between Public Relations, Communications, and Marketing departments with an all-in-one solution powered by AI-driven insights.

Through Meltwater's platforms, our clients are well equipped to stay on top of billions of online conversations and extract relevant insights - allowing them to strategically manage their brands and stay ahead of their competition. Over 30,000 of the worlds most respected brands rely on Meltwater to help inform their marketing & communications strategies and executive decision making. With over 55 offices and 2,000 employees worldwide, Meltwater is a truly global partner offering best-in-class support through our local customer success teams.

Meltwater employees embody the work-hard, play-hard spirit through our 3 core values - Moro (fun), Enere (number one) and Respekt (respect). These founding principles stem from our Norwegian roots and are why Meltwater has been named a Great Place to Work in several markets across the globe. We have high energy, open concept offices that thrive on teamwork and collaboration. We ensure our employees have easy access to management and learn quickly from those around them.,