Service Desk Analyst- Vadodara (India)

Key Responsibilities

• Responds to internal customers to resolve their technology problems. This includes first line support for client (PC), network, server, and voice hardware and software.
• Enters and manages Incident and Service Request tickets in ServiceNow (IT Service Management Application).
• Provides technical support related to various computer programs used by Franklin Electric employees across all business functions.
• Provides hardware support for computers, phones, and other technological equipment used by Franklin Electric.

• Asset Management Process
• Deploys new PC to end users and trains them in their use.
• Utilizes imaging and deployment tools.
• Uses ServiceNow to maintain and track IT assets and inventories.

Skills, Knowledge & Expertise

• Effectively communicates information and responds to questions in person-to-person and small group situations with customers, clients, the general public, and other employees of the organization.
• Maintains confidentiality and uses discretion with business information.
• Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.
• Communicate effectively through written communication.
• Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions.
• Deals with problems involving several known variables in situations of routine nature.
• Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation.
• Frequently makes decisions of both minor and major importance, which may affect the work operations of other employees and/or clientele to a moderate degree.
• Completes some moderately repetitive tasks.

• Advanced: Microsoft Operating systems (Required), Microsoft Office Products (Required), SharePoint (Preferred), Adobe Products (Preferred), Apple Products (Preferred), JDE (preferred)

• Bachelor’s or Associates degree in computer science, computer information systems, or a related degree (required).
• MCA, M.Sc. (Computer), B.E. (IT), B.E. (Computer)
• 2 to 4 years of related experience (preferred).