Job Summary :
As a Desktop Management Analyst II, your primary responsibility will be to resolve enterprise-level trouble tickets within the agreed Service Level Agreement (SLA) and work towards permanent resolutions by raising problem tickets. You will also provide mentorship to junior associates and contribute to process improvements and troubleshooting documentation. Your role will require close collaboration with various teams, managing high-priority incidents, and ensuring continuous service excellence.
Key Responsibilities :
- Trouble Ticket Resolution : Resolve enterprise-level trouble tickets within the agreed SLA, escalating complex issues as needed. Raise problem tickets to ensure permanent solutions.
- SOP & Documentation Updates : Update Standard Operating Procedures (SOP) with troubleshooting instructions and process changes, ensuring knowledge is shared across teams.
- Mentorship : Mentor new team members, helping them understand customer infrastructure and processes while fostering skill development.
- Incident Management : Perform alert analysis to reduce incidents and escalate high-priority incidents to both customer and internal stakeholders for quick resolution.
- Platform Migration Support : Contribute to the planning and successful migration of platforms, ensuring minimal disruptions.
- Root Cause Analysis : Participate in post-incident reviews and provide inputs for root cause analysis to prevent recurrence.
- Compliance & Audit Support : Ensure adherence to company policies and assist in audits and compliance activities. Act as a Single Point of Contact (SPOC) for IT audits at local sites.
Performance Measures :
SLA Adherence : Ensure trouble tickets are resolved within the defined SLA.Timely Resolution of Elevated Tickets : Resolve elevated tickets within agreed timelines as per the OLA.Ticket Backlog Management : Manage ticket backlog and follow up on unresolved tickets as per the defined process.KB Article Creation : Contribute to the knowledge base by creating and updating KB articles based on new findings and troubleshooting steps.Training Completion : Ensure timely completion of mandatory training and certifications.Incident / Change Ticket Handling : Manage and resolve a high volume of incidents and change tickets efficiently.Required Qualifications :
Education : Bachelor's degree in information technology, Computer Science, or a related field.Experience : Minimum of 3 years in IT operations, troubleshooting, and desktop management, with a strong understanding of infrastructure.Technical Skills : Proficient in networking (static and dynamic routing), server management, cloud technologies (AWS, Azure, GCP), storage and backup systems, and virtualization.Tools Knowledge : Familiarity with monitoring tools such as CA UIM, SCOM, Solarwinds, Nagios, and ServiceNow.Scripting : Experience with scripting languages (e.g., PowerShell, BASH, Python) for automation and troubleshooting.Certifications : ITIL Foundation certification is highly preferred.Preferred Qualifications :
Networking : Hands-on experience with routers, switches, firewalls, and load balancers.Server Management : Knowledge of AD group policy management, DNS, DHCP, and IIS, with troubleshooting experience in AD replication and DNS issues.Storage & Backup Expertise : Subject Matter Expertise in storage and backup technologies, including storage design, implementation, and management of backup solutions.Cloud Expertise : Experience in cloud technologies (AWS, Azure, or GCP) and migration from on-premises to cloud-based databases.Database Management : Knowledge of database design, schema management, backup, and recovery, including migration to and from cloud databases.Performance Areas :
Resolution & Troubleshooting : Resolve tickets based on priority and severity (ITIL best practices) and execute change control tickets as per the implementation plan.Escalation Management : Escalate incidents to the appropriate team or customer when resolution delays occur, and adhere to the defined OLA between L1, L2, and L3 support.Collaboration & Communication : Work closely with different teams for effective ticket resolution and provide status updates to stakeholders.Knowledge Base Management : Regularly update the knowledge base (KB) with new troubleshooting steps and solutions for future reference.Process Improvement : Actively suggest and implement process improvements to enhance service delivery and efficiency within the team and the wider organization.Strategic Responsibilities :
Data & Policy Management : Define strategies for data management, policy management, and data retention. Support the overall IT strategy and ensure that objectives are met.Process Adherence & Compliance : Understand and adhere to organizational and customer-defined processes. Support compliance activities, and suggest process improvements for continuous service improvement (CSI).Training & Development : Ensure timely completion of mandatory training requirements, and assist in providing on-the-job training and mentorship for new joiners.Skills & Knowledge Examples :
Communication : Strong written and verbal communication skills, with the ability to collaborate with cross-functional teams and customers effectively.
Technical Expertise : Hands-on troubleshooting experience with routing protocols, server configurations, cloud technologies, storage, backup, and more.
ITIL Knowledge : Good understanding of ITIL processes, including incident management, change management, and service delivery best practices.
Quality Assurance : Ability to drive service excellence within defined IT operations frameworks and ensure that all processes are followed correctly.
Education : Bachelors Degree
