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Hello Everyone,Good Day, I am writing this job post to brief about an interesting job opportunity with IRIS KPO Resouring India Pvt Ltd. (IRIS Software Group) for IT Support analyst - End User Support, (Level 2) Candidate must be interested to work from our Chennai office - Thousand lights.No Remote or Hybrid options.Shift timings - 2 PM to 11 PM.Monday to Friday working.Company OverviewIRIS Software Group is one of the UK’s largest privately held software companies. Acquired by HG Capital in 2018, its purpose is to be the most trusted provider of mission-critical software and services, ensuring customers get it right first time, every time.IRIS takes the pain out of processes and let professionals working in businesses and schools focus on the work they love. Its software solutions and services for finance, HR and payroll teams, educational organisations, and accountancy firms helps comply with regulations, drive productivity and better engage with key stakeholders. Through simplifying, automating and providing insights on everyday mission-critical tasks for organisations of all shapes and sizes, IRIS ensures customers can look forward with certainty and confidence.IRIS has over 120,000 UK and international customers with 80% having a tenure of five or more years. IRIS is the largest third-party online filer with the UK Government. Ninety-one of the top 100 UK accountancy firms and 50 of the top 100 US CPA firms use IRIS software. Circa 20% of the UK’s workforce is paid by IRIS payroll offerings. More than 850,000 UK employees are managed by IRIS HR solutions. Over 11,000 UK schools and academies use IRIS, with four million parents and guardians using IRIS apps to connect with their children’s school; 300 million messages are delivered between schools and parents each year, and over £15 million transactional payments are processed every month. IRIS is placed in the Grant Thornton Sunday Times Top Track 250 and the Megabuyte50.IRIS is backed by Hg, Europe’s leading software investor and is committed to helping build IRIS as an ambitious business. It’s support includes a dedicated operations innovation team which provides practical support to management teams to help them realise their growth ambitions.To see how IRIS helps organisations get things right first time, every time, visit or follow IRIS Software Group on LinkedIn, Twitter and Instagram.Job SpecificationPurpose of JobThe purpose of an IT Support Analyst for an IT Service Desk onsite in the office is to serve as the frontline technical support, addressing and resolving a wide range of hardware and software issues. Being physically present in the office allows for immediate, hands-on assistance, ensuring that employees experience minimal disruption to their work due to IT-related problems. The role involves troubleshooting, diagnosing, and resolving technical issues, as well as providing guidance and support to users. The IT Support Analyst plays a key role in maintaining the overall IT infrastructure's health and helps in fostering a productive work environment through efficient technical support.Expected AchievementsMain Responsibilities• Providing first-level contact and problem resolution for all users with hardware, software, and applications problems.• Resolving user-reported issues using available tools and following procedures and policies for the handling of support cases.• Troubleshooting and diagnosing problems to determine their root causes and finding appropriate solutions.• Escalating unresolved issues to the appropriate higher-level support team.• Documenting all user interactions and steps taken to resolve incidents in the service desk system.• Maintaining and updating the knowledge base with accurate and up-to-date technical information.• Assisting with the setup and configuration of end-user hardware and software.• Conducting hardware and software inventory management to ensure accuracy and accountability.• Participating in IT projects as required by the management.• Providing on-the-spot training to end-users to prevent recurring issues.• Ensuring security and privacy protocols are followed to protect systems and sensitive information.• Monitoring and reporting on the performance of IT infrastructure to detect potential issues proactively.• Contributing to the continuous improvement of IT support processes and services.• Collaborating with team members to share knowledge and provide cross-coverage.• Staying current with system information, changes, and updates to provide accurate support.• Provide hands on support at location where appropriate.• Build and configure End User hardware as required,• Create and input into knowledge articles.• Adhere to and maintain all appropriate targets• Adhere to all policies and control standards.Key Relationships• Group IT colleagues.• All colleagues within IRIS. 2. Person specification Qualifications• Qualified to A level or similar standard or with relevant industry experience of knowledge.• A great understanding of Microsoft products.• An ITIL qualification to foundation level or ITIL knowledge and experience would be beneficial.Knowledge/Experience• Must have atleast 2 Years of experience in handling Level 2 End User support tickets.• Must have 1 Year of experience in handling INTUNE & Auto Piloting tickets.• Technically competent with various software programs such as Word, Excel, PowerPoint etc• Technically competent with back-end administration of MS products, such as Active Directory, Azure• Experience of working and adhering to deadlines• Desire to train and learn more technologies.• Desire to work in a busy and growing business• Ability to work in fast phased environment and adapt to change• Ability to document processes, procedures, and knowledge articles• Experience of working on an IT Service Desk or End user support teamKey Competencies• Excellent communication and customer service skills• Excellent attention to detail• Flexible during times of change• Good time management and planning skills• Ability to prioritise own workload to meet targets and objectives• Excellent standard of written and spoken English• Diligent, hard-working with a ‘can-do’ attitude• Ability to solve problems• Self-Starter must be able to manage their time to achieve tasks set• Excellent organizational skills and time management