Sr Analyst Lucknow, Uttar Pradesh **Job Summary** --------------- SD * Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries * Receiving, logging and managing calls from internal \& external staff via telephone, email or chat. * Able to recognize situational trends and call team and management attention to them * 1st line support \- troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers * Troubleshoot basic network and VPN issues * Escalate unresolved calls to next level * Log all calls in the Service Desk Call Logging system * Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner * To maintain a high degree of customer service for all support queries and adhere to all service management principles * Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) * Provide supporting stats for the weekly Service Desk report on call trends * Generating support documentation to assist staff with requests for information \& provide input for staff training as required * Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc. * Blackberry and Smart Phone account management and provision * Flexibility to work in a 24x7 work environment. **Key Responsibilities** ------------------------ SD **Skill Requirements** ---------------------- SD **Other Requirements** ---------------------- SD