IT Support Services Analyst

IT Support Services Analyst Why Norstella? Norstella unites market-leading companies that all have a shared goal of improving patient access. Each organization (Evaluate, MMIT, Panalgo, Citeline and The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, we help our clients: Assess the market need and competitive landscape Know precisely which drugs to prioritize in their portfolios Find out where the launch difficulties will be—before they’re difficulties Track and improve market access post-launch By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. At Norstella, we don’t just deliver information and insights. We deliver answers you can act on. The Technical Operations team deploys and maintains systems, hardware, software, and technology for all business units. Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our colleagues grow professionally before recruiting new talent to our open positions. If you think the open position, you see is right for you, we encourage you to apply! Our people make all the difference in our success. We are looking for a proactive Technology Enthusiast to join us as a Service Desk Analyst for Bangalore. You will provide first-line support, utilizing your expertise in Active Directory Management, O365 admin console management, and Incident, Request, and Access management. A passion for technology, excellent analytical skills, and the ability to thrive in a cross-cultural environment are key attributes we seek. If you are curious, driven, and eager to explore new possibilities, we'd love to talk to you about this exciting opportunity. Experience, Education, Skills, and Accomplishments Associate degree or bachelor’s degree in computer or Equivalent combinations of education, work experience, and certification will be considered. Minimum 2 -5years’ experience of working in a support/service capacity; preferably global IT organization underlined by respective training certificates, but not mandatory. Knowledge of ITIL best practices (ITIL Foundations certification preferred but not mandatory. Experience in IT Service Management process and tools or experience. It would be great if you also had Flexible individual capable of dealing with the typical tensions that arise within an IT service environment; confident & customer focused; good problem-solving skills with the ability to follow written and verbal instructions. Proven troubleshooting skills within a support environment including a strong commitment towards incident resolution, and solid understanding of foundational IT technical issues and relationships. Experience in building, managing, and maintaining a knowledge base containing policies, procedures, documentation, and knowledge base articles related to the Service Desk and the IT Service Management team Proficiency in computer operating systems, security and office automation software, including Microsoft Windows 10, Windows 11, Active Directory, VPN, Exchange, Salesforce, Teams, Outlook, Word, Excel, PowerPoint, Lucid Chart, Intune, Remote Management tool and Microsoft Office 365. Support implementation of new and/or improved IT processes following ITSM standards and enter all calls/incidents/request/updates in ServiceNow What will you be doing in this role? Provide service desk support (Voice, Chat and email) to clients, accurately defining and resolving issues based on deep product knowledge. You will be instrumental in helping users resolve issues with hardware, software, connectivity, and product specific incidents or work requests. You will provide real time ticket entry and effective communications between customers and subject matter experts. You will provision hardware and software, maintaining audit controls and compliance tracking. Provide 1st level support to resolve IT problems across the organization (i.e. workstations, mobile computers, printers, peripherals, desk phones, application access, VPN, etc.) and answer the Service Desk phones Install/uninstall, troubleshoot, data recovery, access and maintain applications, Provide one-on-one end-user problem resolution, performing various IT support function such as creating, activating, disabling, and unlocking user accounts, network and application password resets, etc. Implementation/Installation and administration/maintenance of IT services with focus on availability, reliability and manageability following Norstella’ s IT standard processes in coordination with responsible IT service management. About the Team Our existing team is a diverse and skilled group, collaborating to provide exceptional IT service and solutions. They embrace a cross-cultural work environment, continuously learn and stay updated with technology trends, ensuring top-notch support for our users. With expertise in ITIL practices, Active Directory user management, O365 admin console management, Windows troubleshooting, and hardware (laptop/desktop) troubleshooting, we are well-equipped to handle a wide range of IT challenges. The guiding principles for success at Norstella: 01: Bold, Passionate, Mission-First We have a lofty mission to Smooth Access to Lifesaving Therapies, and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission we are trying to accomplish must be at the forefront of our minds in everything we do. 02: Integrity, Truth, Reality We make promises that we can keep and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals. 03: Kindness, Empathy, Grace We will empathize with everyone’s situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication. 04: Resilience, Mettle, Perseverance We will persevere – even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission. 05: Humility, Gratitude, Learning We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking. Benefits Health Insurance Provident Fund Life Insurance Reimbursement of Certification Expenses Gratuity 24x7 Health Desk