Overview
This position is responsible for providing administration and technical oversight of all Onboarding/Offboarding requests.
The objective of the role is to efficiently complete the IT requirements of newly onboarding talent (client-staff or core), both by setting up of accounts and configuring workstations as specified. Overall creating an excellent ‘first impressions’ experience for the new hire and ultimately enhancing client satisfaction.
Job duties involve collection of complete client information related to new hire IT requirements, maintaining accuracy of data, ensuring process compliance, collaboration with relevant teams, faster fulfilment of Onboarding/Offboarding tasks and lowering overall business risk.
The successful candidate will be able to work in a highly pressurized environment while effectively communicating with customers, maintaining enthusiasm, and displaying sound judgment and common sense. They will be effectively able to deal with rapid technological and business change.
The candidate is required to work in a three-shift rotation pattern on a rotation basis as required.
The onboarding Analyst will act as the central point of contact for all IT requirements related to…
onboarding Analyst roles and responsibilities include, but are not limited to the following:
Technical Support
· Provide 2nd level technical assistance to all users concerning the use of computer hardware and software, including printing, software installation, word processing, electronic mail, and operating systems locally or remotely.
· Analyze, diagnose, and resolve complex desktop end user problems and suggest corrective solutions. Extend remote support for other site users.
Oversee and resolve high profile issues and address escalationsInitiate and manage projects, implementations, deployments and Adhoc activitiesProvide timely and accurate support of incidents and requests while maintaining a balance of overall work team responsibilities.Analyze, diagnose and resolve end user problems and suggest corrective solutions. Extend remote support for other site users.Monitor, receive and register all incidents and/or service requests raised via email or phone call, through to the IT Ticketing System· Analyze the performance of hardware and software interfaces and identifies alternatives for optimizing the usage of computer resources
· Complete service requests regarding software and hardware problems.
Ticket handling & SLA Management
Categorize and prioritize tickets based on Impact, Urgency and relative Service affected, leading to appropriate SLA target response and resolution timesManage the entire service request process ensuring adherence to SLAExecute service requests as per the SLAInform/Escalate to the appropriate management level issues that are near beaching SLA or requiring immediate attentionEndorse/Escalate tickets to the appropriate functional/resolver groupTracks the progress of tickets during its entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Ticket records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).Communications & documentation
Give technical advice to all user problems wherein the user himself can do the solutions through email, IM or phone.Communicates the status of tickets directly with the customer based on defined SLAs.document processes and procedures for maintenance and support.Manage and maintains the department’s technical documentations and reports.Should have IT Technical knowledge and able to communicate effectively with other teams.Work with internal and external teams to ensure requests are completed.Process and send IT reportsSuggest and implement service improvements.Collaboration
Responsible for installation, setup, roll-out & maintenance of the company's IT infrastructure.Develop and deploy all necessary security related patches, including Microsoft operating system and application updates, tier 1 application updates, and system configuration settings.Facilitate monthly security patch analysis for Microsoft security patches, as well as any other “tier-1” application that is included in the standard desktop image.Participate in cross-functional projects, development of strategic plans for the desktop and network platform.Design, install & repair station cabling/jacks as needed on servers, desktops, routers, switches, network equipment etc.Execute road map complying with technology best practices.Execute, document and maintain desktop security standards as per minimum baseline security.Assist in maintenance activities and disaster recovery testing.Primary support for anti-virus management including local desktop firewall component.Collaborating with server team for anti-virus compliance for all workstations.Support and manage Active Directory environments, Servers and WorkstationsStrong knowledge of malware remediation, hardware and software installations, upgrades and troubleshooting.Provide assistance or respond on after office calls support should necessary.Participate in rotational 24x7 supportQualifications:
BS in Information Technology, MIS or similar program; or equivalent work experienceA background in five or more of the following:Windows 7/10/2000/XP/Vista Desktop supportMicrosoft Internet Explorer/Office/OutlookAvaya or Nortel telephonyWindows Server 2000/2003 support and administrationMicrosoft IIS, ISA or ExchangeActive Directory 2000 / 2003Knowledge of Microsoft SQL Server 2008-2019Local Area Networks (Cisco or 3Com)Wide Area NetworkCloud such as Microsoft Azure or AWSKnowledge in TCP / IPPowerShell and VBscriptITIL experience and qualification would be an advantageAdditional language skills to a technical level would be an advantage.Knowledge of MDM and RMM software management/deployment softwareExperience using an MSP automation toolset such as Autotask or ConnectWiseUnderstanding and experience in delivering the following technologies & solutions or similar (preferably with some relevant certifications):Microsoft technology such as Office 365, Microsoft AD, Exchange & Windows ServerExperience in reading, writing, and analyzing SQL queries (MSSQL, MySQL, and PostgreSQL)Server level technical skills: server builds and administration, setup and support, antivirus management; virtual environment administrationBroad understanding of relational databases, data warehousing, mark-up languages and web technologiesStrongly customer service orientedGood command of oral and written EnglishMust have interpersonal communication skills and pleasant demeanor.Ability to carry out technical diagnosis/analysisAssertivenessResourcefulEngaging to internal (core teams) and external stakeholders (client/client staff)Ability to perform light hand activity work at a computer station in an office environment.Willing to work on a shifting scheduleWilling to work on a hybrid set-up