Service Desk Analyst

Job Details

Job Position – Service Desk Analyst

Company Name – TechMantra Global

Key Accountabilities
-Respond to Service Desk calls and emails in line with SLA terms.
-Log and provide first-level online support for tickets using ITSM application.
-Escalate unresolved tickets to second-level support teams and monitor all open tickets.
-Close resolved tickets using ITSM application.
-Schedule preventive maintenance for the devices that are under vendor SLA.
-Manage services for new joiners and leavers in the YHL Group, including account creation and deletion, setting up and removing various IT services (like domain accounts, mailboxes, Cisco IP phones, Air Watch MDM accounts, Oracle and CRM user accounts).
-Perform Active Directory objects management, including managing user groups, and regular cleanup activities.
-Handle email and archiving services, including troubleshooting, email archiving, managing email groups and permissions, and resolving Outlook issues.
-Provide first-level troubleshooting for laptop and desktop issues.
-Manage application services, including installing/uninstalling approved applications and troubleshooting software issues.
-Handle IP telephony services, including configuring Cisco IP phones and managing call access.
-Manage wireless guest access services in Aruba & Cisco environments.
-Administer Air Watch services, including device passcode resets and device wipes.
-Manage Oracle ERP services, like resetting login passwords and disabling user accounts.
-Handle PKI services, including certificate installation and troubleshooting email encryption issues.
-Manage shared folder services, including permission settings and file restoration.
-Monitor servers and network devices using Manage Engine OpManager and escalate issues to the NOC team.
-Manage IT asset stock for the YHL group of companies.
-Perform remote CCTV backup for YHL branches.
-Update trackers related to shared folder permissions and licenses

Location: Abu Dhabi, (Onsite)

Email: sadique.s@techmantraglobal.com with the subject line “Application for a position for a, Service Desk Analyst”

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