Helpdesk Analyst I

Date Posted: 12/06/2024

Salary: As per Market Standarad. Open to discuss while attending Interview!

Bentley Systems

Maharashtra, Pune

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Bentley Systems

Job Description

Position Summary:

A Help Desk Analyst I, is responsible for providing technical assistance and support to end-users within an organization. They are typically the first point of contact for users experiencing technical difficulties and play a crucial role in ensuring that technology resources are functioning effectively and efficiently. The position calls for a practical understanding of the ITIL framework, proficiency with customer support skills, and the ability to triage, handle, and/or escalate appropriately and document reported incidents, requests, and problems.
Responsibilities:

Serve as the primary support team to all Bentley System employees.
Promote and maintain a high-quality service and professional support for all Bentley employees, via tickets, phone calls, and chat support.
Consistently deliver quality colleague service, aligned with the agreed Service Level Agreements.
Work with the relevant stakeholders (IT Teams) and Level 2 and 3 support teams to resolve all customer incidents and requests.
Correctly document and resolve all colleague incidents and requests. Leverage the Bentley Service Management system for effective documentation.
Diagnose, troubleshoot, and resolve incidents, using documented procedures and solutions.
Maintain communication with colleagues on the progress of all escalated incidents and requests.
Assist in creating Service Desk procedures.
Create/maintain knowledge base articles, for prompt and accurate support.
Responsible for Software Access.
Global support needs 24*7 availability. This involves working in various shifts.
The role needs you to perform as an individual contributor and team player. You should be a self-starter and can work effectively with least supervision.

Required Knowledge, Skills, Abilities, And Experience:

2 to 4 years’ experience as a Technical Support Analyst.
Bachelor’s Degree and equivalent work experience.
Excellent Spoken and written English is a must. Skills in other languages can be useful.
Excellent telephone communication skills.
Strong user experience focus.
Ability to think outside the box and take a proactive approach.
Excellent follow up and time management skills.
Ability to troubleshoot and effectively document the actions.
Expertise troubleshooting for Microsoft products and other operating platforms.
Expertise in remote laptop/desktop support.
ITIL and Microsoft certifications will be advantageous.
Knowledge of security compliance will be plus.

What We Offer:

A great Team and culture – please see our Recruitment Video.
An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
Competitive Salary and benefits.
The opportunity to work within a global and diversely international team.
A supportive and collaborative environment.
Colleague Recognition Awards.

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