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Service Desk Analyst 3
Location(s): Bengaluru, IndiaJoin our mission
Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.
Overview
Come join the "IT Workforce Care Team" as a "Service Desk Analyst ". Workforce Care team provides best in class IT care to Intuit workforce. Service Desk Analyst 3 – is core member of our IT onsite and remote support team providing innovative technical support on various channels, mentor Service desk staffs, improve processes and knowledge in team to achieve faster resolution time for customers.
What you'll bring
- Graduate in Computer Science or equivalent
- IT Industry certifications to understand infrastructure, IT Operation (e.g. ITIL, MCSE, CCNA, Linux, Mac and Windows Operating system)
- Technical understanding on, Active Directory, DNS, DHCP, DFS File Server, Exchange Server, Print Server.
- Advance knowledge on Casper, LANDesk, EMM, DUO, Dhruva backup solution, Bit locker, Blue Jeans, Jabber, Box, Mac OSX and Windows 10.
- Working knowledge of a wide range of computer systems software, applications, hardware – MAC and Windows, PC operating systems, and communication.
- Excellent communication skills and telephone manner.
- At least 5 years previous IT service delivery and operation ( Service desk, onsite support, asset management, systems administration)
- Incident Management / Request management experience is must.
- Suggests service quality and process improvements for end-to-end support solution to reduce TCO
How you will lead
- The Analyst provides point of contact and routing function for IT Service Requests and other non-IT service providers. The job requires a strong customer service orientation – the Analyst needs to be highly motivated by helping others resolve problems.
- Provides tier 1 and tier 2 support services to resolve end-user problems involving effective use of their information systems (desktop or laptop, network, workforce productivity applications, business applications and telephony services.)
- Often takes over issue resolution from an Analyst 1 or 2 if the problem cannot be quickly resolved or requires specialized technical knowledge beyond the Analyst 1 or 2 skills. May act as a “specialist” in a particular discipline. (e.g. Advanced OS and application troubleshooting, systems administration, Remote/automation tools, etc.)
- Works on complex assignments that will include drawing in of specialized expertise whenever necessary. Normally receives no instruction on routine work, general instructions on new assignments. Acts independently to determine methods and procedures on new assignments and may supervise the activities of a limited number of other nonexempt employees.
- Monitors progress on escalated problems, keeps customers informed and ensures resolution
- Clear and professional verbal and written communication to customers and management.
- Analyze the Top call drivers and call trends.
- Proactively solves customer problems by facilitating self-help articles, by involving SMEs or connecting with multiple teams.
- Work on Management reporting, Dashboards
- Provide communication to customers in preparation for planned work and unplanned outages
- Identifies customer’s biggest problem, work with stakeholders’/application owners, global IT team members to create an E2E solution.
- Brings learnings from numerous sources (e.g. POCs, external trends, consultants etc.) to team as best practices and influences the adoption.
- Effective customer service skills: Consistently meets expectations for both speed and quality of results in identifying and resolving customer complaints and issues

"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."

"At Intuit, I have everything I need to be a great data scientist, from rich datasets to inspiring colleagues."

"It’s important to always strive for improvement, even if you’re already in a good place."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."

"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."

"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."

"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."

"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.