Help Desk Analyst

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Position Title: Help Desk Analyst
Location: Mumbai
Country: India
Deadline Date: Not specified

Job Details

Job Posting Organization:
World Resources Institute (WRI) is an independent global research organization dedicated to turning big ideas into action at the intersection of environment, economic opportunity, and human well-being. Established to address critical global challenges, WRI focuses on building sustainable and livable cities and promoting a low carbon economy. The organization employs a diverse team of experts and operates in multiple countries, leveraging research, analysis, and recommendations to create transformative solutions that protect the earth, enhance livelihoods, and improve human well-being. WRI's mission is supported by various operational teams that ensure the smooth functioning of its programs and initiatives.

Job Overview:
The Help Desk Analyst position is a critical role within the WRI Operations team, which supports the organization's front-line work by interacting with clients, government agencies, and other stakeholders. The analyst will provide Tier I and Tier II support in a high-volume environment, responding to calls and managing escalations effectively. The role requires collaboration with the Global IT Team and involves maintaining service level agreements while ensuring a positive working relationship with various departments. The analyst will also be responsible for technical documentation and enhancing team productivity by assisting others. This position is essential for ensuring that WRI's programs can be implemented without hurdles, allowing researchers to focus on developing high-quality research documents and plans.

Duties and Responsibilities:

• Escalation Management (25% of time): - Leverage Endpoint Manager/Autopilot to manage escalations. - Escalate priority support issues to senior staff or corporate technology groups. - Collect and forward all relevant information prior to escalation to facilitate efficient operations. - Maintain positive working relationships with business lines and other departments.
• Networking & Troubleshooting (50% of time): - Prioritize and schedule work to maintain department service level agreements. - Maintain and monitor department mailbox and update cases in a timely manner. - Handle PC hardware and software procurement. - Perform basic networking skills and troubleshooting, including wireless and remote connectivity. - Work independently and collaboratively within a small or large systems team.
• Technical Documentation (25% of time): - Write clear and concise technical documents. - Enhance team productivity by assisting colleagues. - Provide technical supervision on small projects and collaborate effectively with internal and external teams.

Required Qualifications:

• Education: A Bachelor’s degree in IT, Computer Science, Engineering, or a relevant field is required.
• Experience: A minimum of 2 years of relevant, full-time work experience in application support, particularly in a remote/help desk environment. Experience with endpoint/workstation support, preferably with Dell products, is essential. Familiarity with supporting Windows 10/11 in a corporate setting, as well as experience with MS Outlook and the MS O365 suite (desktop/web apps), is required. Knowledge of Azure/Endpoint Manager is also necessary. Candidates must demonstrate strong oral and written communication skills, the ability to prioritize and multitask effectively in a fast-paced environment, and possess strong analytical and troubleshooting skills. Certifications, particularly from Microsoft, are considered a plus.

Educational Background:
Candidates must possess a Bachelor’s degree in IT, Computer Science, Engineering, or a related field. This educational background provides the foundational knowledge necessary for understanding technical concepts and effectively supporting users in a corporate environment.

Experience:
The position requires at least 2 years of relevant, full-time work experience in application support, specifically in a remote/help desk setting. Candidates should have hands-on experience with endpoint/workstation support, particularly with Dell products, and must be familiar with supporting Windows 10/11, MS Outlook, and the MS O365 suite. Experience with Azure/Endpoint Manager is also essential, as is the ability to work effectively in a team-oriented environment.

Languages:
Full fluency in English is mandatory for this position. A second language is preferred, which can enhance communication with diverse stakeholders and clients.

Additional Notes:
The position is based in Mumbai and is offered as a term hire for a duration of 1 year, with the possibility of extension based on performance and project requirements. The role is full-time, and existing work authorization is required, as WRI is unable to provide visa work authorization. WRI India promotes diversity, equity, and inclusion in its workforce and is committed to creating a welcoming environment for individuals from diverse backgrounds. The organization offers various non-monetary benefits, including health insurance, term insurance, employee assistance programs, flexible work schedules, and a supportive leave policy.