End User Support Analyst, Specialist (Service Desk lead)

Overview

Provide intermediate-level technical support to end users at Vanguard India in Hyderabad, resolving moderately complex troubleshooting issues, coaching less experienced analysts, and creating knowledge content to improve support quality.

What you'll do

• Provide intermediate-level technical support for end-user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.
• Resolve moderately complex technical troubleshooting issues to ensure end-user productivity.
• Consult with clients and key stakeholders on potential technical issues that may affect end-user productivity.
• Create and maintain knowledge-based articles, procedures, and training for support areas and crew.
• Maintain an accurate data inventory of end-user issues within the tracking system and according to policies and standards.
• Resolve issues escalated from less experienced crew, determine severity of unresolved issues, and escalate accordingly.
• Learn and comply with Information Technology and Information Security policies and procedures.
• Participate in special projects and perform other duties as assigned.

What you'll need

• Minimum 3 years of experience in technical support or end-user IT services, with at least 1 year in a direct support role.
• Bachelor's degree (B.E./B.Tech) in Computer Science, Information Technology, or a related discipline, or equivalent training and experience.
• Windows and MacOS support experience.
• Virtual desktop environment experience.
• VPN, connectivity, and endpoint troubleshooting.

Nice to have

• ServiceNow experience.
• Genesys experience.

Details

• Location: Hyderabad, Telangana, India (Vanguard India).
• Hybrid working model for most employees.
• Only qualified external applicants will be considered.