RR-0384652 - Analyst I Infrastructure Services
Core
Lead and coordinate daily activities of an onsite IT support team in Mumbai, managing end-user computing, incident resolution, and asset coordination for enterprise workplace technology.
Role type
Senior IC IT Infrastructure Services Analyst (Team Lead)
Builds
Enterprise desktop/laptop support, incident resolution, and asset lifecycle management for business users.
Domain
IT Infrastructure / End-User Computing / Workplace Support
Required skills
Windows desktop/laptop support, Microsoft 365 applications, hardware and peripheral troubleshooting, incident and service request management, IT asset lifecycle activities, LAN/Wi-Fi connectivity troubleshooting, ITSM/ticketing tools (ServiceNow)
Preferred skills
ITIL Foundation certification, enterprise IT support in regulated environments
Technologies
Windows, Microsoft 365, ServiceNow, docking stations, printers
Responsibilities
Lead and coordinate daily activities of the onsite IT support team, allocate and prioritize incidents and service requests, provide and oversee onsite support for desktops, laptops, and peripherals, monitor open incidents to ensure timely resolution within SLAs, support IT asset movement and inventory tracking, act as primary operational interface for onsite workplace support in Mumbai, track service performance against operational targets, ensure team adherence to security and compliance requirements
Seniority
Senior, hands-on IC with team leadership
