Analyst - Global IT Help Desk

Company Overview: Job Overview: Qualifications:

• Helpdesk ITSM software, Operating Systems (MacOS(Most preferred), Windows and Linux)
• Google Workspace, Okta, Microsoft 365
• Teleconferencing solutions - Zoom, Slack, Microsoft Teams and Google Meet
• Network printers and scanners
• AV Conferencing Equipment Configurations, VoIP Phones like Polycom, Cisco and Avaya
• Identity and Access management tools like OKTA
• Cloud Applications (with Single Sign On), Azure Virtual Desktop

• Education: Any Graduate (Engineering or IT graduate preferred)
• Experience: Max. 3 to 5 years of experience in ITES/Software support/telecom domain/Customer Care/Backend services/Tech support/live chat support
• Knowledge of Computer Peripherals/Operating Systems(MacOS (Most preferred)), Windows and Linux
• ITIL certified preferred
• Excellent computer/ internet navigation skills
• Persuasion and convincing skills, efficient typing skills (30 wpm with 90% accuracy).
• Proficiency in verbal and written English/customer interaction.
• Should be able to work and co-ordinate in a team.

Responsibilities:

• Participate in a 24x5 local(India) and global IT operations model
• Provide support over Channels like ITSM, email, Zoom AV and Slack
• Monitor ITSM ticket queue
• Regular follow up on aging tickets that are on open, pending, In progress and on-hold states.
• Track tickets to closure, ensuring they are properly tagged
• You will be responsible for initial setup of Macs and Windows for onboarding employees
• Ensuring conference/meeting room AVs are tested, configured and ready to go.
• Provide Service Desk support to end-users on pre-configured hardware and software
• Provide hands-on hardware troubleshooting and support for end-user applications
• Perform shift handover as per defined procedure
• Initial point of contact and coordination for all end-user incidents and service requests
• End-to-end Incident and Service Request Management, escalation, resolution and closing process.
• Updating, creating new How-to, SOP and Technical SOP KB Articles
• Participation in ad-hoc and recurring meetings
• Ready to learn and adapt to new tools

Values & Benefits: Why You’ll Love It Here Your job shouldn’t stand in the way of your happiness—it should be a path to achieve it. At Gainsight, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves. Gainsters love working here for several reasons. Here are a few: - Our Core Values: We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more here. - Our CEO: With a 99% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley. - Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our Gainsters learn, grow and thrive. - Our Teammate Resource Groups: A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all. - Our Wellness Priorities: Monthly Recharge Days that re-energize us. - Our Parody Videos: No explanation needed. Just watch them here! By joining the Gainsight team, you’ll have a unique opportunity to make your mark at a truly human-first company and have loads of fun doing it. Come join us! Thanks for Applying: