Deskside Support Analyst


Deskside Support Analyst

Essential Functions/ Core Responsibilities

  • Face to Face in person support of internal clients
  • Office 365, Hardware and Voice systems support
  • Active Directory
  • SCCM or other remote support software
  • Ensure local infrastructure Compliancy
  • Network Data and Voice implementation
  • Local Servers Smart hands
  • Local Change Management for Infrastructure, Application and Security
  • Remote Application and software Management
  • Business continuity plan testing and recommendation
  • Responsible for control and manage of all IT and Infrastructure room (Genset, UPS and IT Room)
  • Analyse WIFI intrusion with CDOC, manage WIFI access and PW
  • Manage the Video Conference Room (access control)
  • Manage the local IT inventory  
  • Work autonomously; typically serves as a lead and may coordinate the work of others
  • Anticipates patterns and links, looking beyond the immediate problem to the wider implications to generate new and innovative solutions to complex routine problems.

Candidate Profile: 

  • Minimum 3+ years’ experience in an IT Operations role supporting diverse business units
  • Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience. 
  • Proficient in current protocols, operating systems and standards including Windows 7, 8, 10, iOSx, and Open Source Initiative 
  • Demonstrable experience using desktop management tools such as Ghost, WDS, WSUS, LanDesk, Bigfix, Bomgar or equivalent  
  • Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones, software, WIFI devices, Network and/or Server in a Windows-based PC/LAN environment or equivalent required
  • Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards is preferred  
  • Experience managing Active Directory at the Organization Unit level  
  • Experience supporting VOIP-enabled contact center preferred   
  • Flexibility to work during non-standard hours as needed  
  • Strong communication skills with an ability to describe complex problems and solutions in simple and understandable terms
  • Bachelor’s degree/diploma in Computer Science preferred
  • CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certifications a plus
  • Prior experience in BPO industry preferred

Disclaimer:  The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.