Senior Helpdesk Analyst

The IT Engineer are responsible for providing a professional level of basic to intermediate support for PC ecosystem to onsite users. Reporting to the IT Global Service Centre Manager, this position is a key customer facing role which provides IT Support Services to Aristocrat staff working at their site in Noida, Gurgaon India. These IT Support Services are delivered via a set of agreed processes and service levels.

What You'll Do

• Provide site support for Windows-based PC ecosystem on issues logged via Phone, Ad-Hoc (walk-in) or email to Aristocrat’s internal staff & SOE.
• Queue management for effective assignment of requests and incidents
• Execution and adherence to Aristocrat IT Incident Management, Service Request Management, Problem Management and other IT processes.
• Ensure documented SLA’s are met.
• Active Directory Administration for user accounts and other business applications; Additions, modifications and deletions.
• Create, update, escalate as well as close incident and service requests in Aristocrat’s IT Ticket System.
• Escalate unresolved issues in timely and effective manner and work with other teams for issue resolution exhibiting total problem ownership.
• Review documented processes and Knowledge Base articles.
• Ensure responses to customers are professional, timely and effective.
• Monitoring of Aristocrat’s Services and Operations Dashboard and performing post-alert/trigger actions.
• Good understanding and hands on exposure to any of the ITSM tool for ticket logging.
• Maintenance and management (creation, modification or deletion) of Security & Distribution list membership.
• User administration of exchange mailboxes and email accounts.
• Perform various application installations and configurations.
• Installation, configuration and maintenance for Windows PC OS – XP, 7, 8 and 10 and MAC OS
• Installation and configuration for Windows Server OS 2003, 2008, 2012
• Hands on experience supporting Microsoft Office and Office 365 including Skype for Business and Outlook, besides others.
• Windows-based applications installation, configuration and support
• Good hands-on experience on end-user hardware for enterprise: laptops, desktops, printers, PC peripherals.
• Basic Active Directory Administration for user accounts and other business applications; Additions, modifications and deletions.
• Experience in data center operations including patching, cabling, racking and server installation
• Good knowledge of LAN, WAN, Virtual Private Network (VPN)
• Enterprise Smartphone (iPhone, Android, besides others) and IP Phones support.
• Knowledge of DNS, DHCP, file server, print server, FTP
• Basic knowledge of Network devices like router, firewall and switches etc and their functional understanding, and different network protocols like TCP/IP, FTP, SFTP, ICMP etc.
• Good knowledge of Desktop collaboration platform like Lync, Skype for Business and ability to perform basic troubleshooting.
• Experience in installation, configuration and maintenance of VC rooms is a plus
• Working knowledge of VOIP and IP telephony is a plus
• Knowledge of VMWare, cloud architechure, Airwatch, intunes, One Drive and other new and upcoming technologies would be an added advantage.
• Understanding of ITIL framework .
• Flexible with work hours and on Call availability to support Aristocrat employees and IT services globally
• Execute all operational processes as required
• Action all critical operational and or infrastructure issues accordingly
• Compliance and adherence to all IT policies.
• Ensures themselves and colleagues abide by OHS regulations for their work site
• Demonstrates OHS practices including OHS reporting
• Proactively approach OHS with positive lead indicators
• Participates & engages in all elements of the Aristocrat Due Diligence framework
• Zero Compliance breaches.

What We're Looking For

• Graduate in any Stream however post-graduation will be advantage.
• 4-6 Years of Experience into the similar role. Work experience in large IT environments with exposure to multiple technologies will be advantage.
• Experience in managing windows Operating System, baseline productivity software, security configurations, back-end infra to manage the desktop deployment & software packaging / deployment.
• Relevant certifications (Microsoft Certified Professional, ITIL, Data centre operations, CompTIA) preferred.
• Good understanding of ITIL framework, related processes and exposure to Incident, Problem, Service Request and Knowledge Management.
• Must be people-oriented with exceptional customer service as well as verbal and written communication skills.
• Must be able to read, write, speak and understand English.
• Must have the ability to work on multiple tasks simultaneously in a fast paced environment.
• Must be able to work well in a team environment.
• Work with minimal supervision.
• Must be able to prioritize work effectively.
• Have a high level of attention to detail.

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

None