It is fun to work in a firm where people truly believe in what they are doing. At SCIKEY, we are dedicated to bringing passion and client focus to the business. We work hard, and we are serious about what we do. But we like to have a good time, too. In fact, we run our business with that belief in mind every day.

Description 

The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Responsibilities 

Strategy & Planning  Evaluate documented resolutions and analyze trends for ways to prevent future problems. Operational Management  Field incoming help requests from end users via both telephone and e-mail in a courteous manner.  Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.  Build rapport and elicit problem details from help desk customers.  Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.  Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.  Apply diagnostic utilities to aid in troubleshooting.  Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.  Identify and learn appropriate software and hardware used and supported by the organization.  Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.  Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.  Test fixes to ensure problem has been adequately resolved.  Perform post-resolution follow-ups to help requests.  Develop help sheets and frequently asked questions lists for end users. Position Requirements Knowledge & Experience  Good understanding of the organization’s goals and objectives.  Exceptional written and oral communication skills.  Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.  Strong documentation skills.  Ability to conduct research into a wide range of computing issues as required.  Ability to absorb and retain information quickly.  Ability to present ideas in user-friendly language.  Highly self motivated and directed.  Keen attention to detail.

 Proven analytical and problem-solving abilities.  Ability to effectively prioritize and execute tasks in a high-pressure environment.  Exceptional customer service orientation.  Experience working in a team-oriented, collaborative environment. Formal Education & Certification • Graduate • 3 to 5 years related experience • ITIL Basic Certification • Good Communication skills

SCIKEY is one of the fastest growing startup company with headquarters in India and offices in Malaysia, USA, UK, Singapore, and Finland. With more than 200 customers across several countries, SCIKEY is fast becoming a well-recognized Market Network brand for talent and business solutions.

We have a work culture focused on innovation and creating lasting value for our clients and employees. The learning opportunities within our organization help you acquire new skills or deepen existing expertise.

We have a diverse, inclusive, meritocratic culture, and our flat, non-hierarchical structure enables you to work with senior partners and directly with clients.

For this position SCIKEY offers benefits that rival the best companies around the world.

We can have following list of benefits:

• Health Insurance Benefit

Each employee and their families are insured for health that provides them with family hospitalization cover right from the day the employee joins team SCIKEY.

• Employee-friendly compensation structure

Our compensation structure ensures that you get maximum money in hand adhering to all the statutory compliances as required by regulations. 

• Paid Maternity / Paternity Leaves

SCIKEY is an equal opportunity employer. We believe that family is most important part of our life and we express that by not only giving fully paid maternity leave as per the regulations but also paternity leave to new fathers of our family. 

• Flexible Work Arrangements (Work from Home)

SCIKEY is highly flexible in giving work location options and also flexible working hours if your team is comfortable with it. You can work from home or any other remote location or work in our fully equipped state of the art office. You decide your flexibility based on your choice till the time your output is not getting affected. 

• Vacations

Work from home does not take away your vacation time. You have five days week and fixed days of vacation that one can utilize in any way. 

• Family-Friendly work culture

We are a team of family loving people. Paternity / maternity leave, and flexible working is added by the culture of a family friendly culture. We love to bring families to work by giving priorities to family members of our employees to fill any open job. We have several high performing and happy couples working for us as a testimony to our family commitment. We never forget to celebrate birthdays of our employees even if they work remotely and get over a video call to wish you along with as many team members as we can collect to wish you happy birthday.

• Free Wellness , health and financial planning programs 

Our HR works behind the scenes to help you plan your life better. We regularly hold health and financial planning sessions to benefit our employees and families.

• Excel
• ITIL
• Communication skills