Analyst | IT user Support

Support Analyst
The Support Analyst job coordinates with the analysis of business and information needs in order to design optimal systems solutions. Working under limited supervision for routine situations, this job supports the design system solutions that are appropriate for business needs and consistent with the overall design of the organization's information systems architecture.

Key Responsibilities and Duties
• Documents business needs, conducts requirement gathering, and defines scope and objectives of each project.
• Reviews recommendations for solutions or improvements to business processes that can be accomplished through new technology or alternative uses of existing technology.
• Assists with the translation of business requirements into application requirements, and works with all members of the team to communicate the changes to the application successfully.
• Maintains technical documentation to guide system users and to assist with the ongoing operation maintenance, and development of the system.
Educational Requirements
• Vocational and/or Technical Education Preferred
Work Experience
• 3+ Years Required; 5+ Years Preferred
Physical Requirements
• Physical Requirements: Sedentary Work

Career Level
4IC

Position: IT User Support Analyst – Mobile Device

Location: Pune

POSITION SUMMARY:

This role will be located in our Pune office. This position will configure and deploy Mobile Device Management for Microsoft Intune and iOS devices. It involves installation, configuration, and support to the Microsoft Intune users and iPhones.

This role will use a ticketing system such as Service Now which is a ticketing system management tool that processes and catalogs customer service requests. The types of tickets that are entered into Service Now are Incidents, problems and requests, (i.e. request for quotes, orders, receiving shipping, and assignment of assets to the individuals). This role will managed the inventory of the mobile device stockroom, assigned the devices, disposition and/or retrieval for terminated employees.

Key Responsibilities and Duties
• Resolves technical problems and answers queries by telephone or Chat
• Support Mobile apps, software, network, system/application access and telecommunications systems.
• Reads technical manuals, confers with users, or conducts mobile apps diagnostics to provide technical support and resolve problems.
• Utilizes historical database records to diagnose user issues and provide potential solutions.
• Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Alerts management to recurring problems and patterns of problems.

Required Experience
• Minimum 2 years of experience in supporting Mobile devices and its apps (I.e Intune, IOS & Android)
• Experience configuring Microsoft Intune MDM (mobile device management) and MAM (Mobile applications management)
• Experience providing support to end users who have with mobile related questions related to deployment
• Experience with cellular carriers to configure/automate device ordering/deployment
• Basic knowledge on how to use Service Now
• Experience in creating Microsoft Intune Reports

QUALIFICATIONS:
• Any Graduate or equivalent