Our Client: is the premier global provider of multimedia platforms that enable marketers, corporate communicators, sustainability officers, public affairs and investor relations officers to leverage content to engage with all their key audiences
Designation: Service Desk Technician
Location: Bangalore
Experience: 3+ yrs
Day Shift, on-call/overtime may be required to ensure coverage of core business
Job Purpose: Provide global support and ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritising, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. 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
Key Result areas:
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Evaluate documented resolutions and analyse trends for ways to prevent future problems
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Alert management to emerging trends in incidents
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Support development and implementation of new computer projects and new hardware installations.
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Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations
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Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans
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Assist in software releases and roll-outs and the communication thereof to the end users
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Assist as required in IT Projects
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Field incoming requests to the Service Desk via telephone, self-service portal and e-mail to ensure courteous, timely and effective resolution of end user issues
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Document all pertinent end user identification information
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Build rapport and elicit problem details from service desk customers
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Prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician/team
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Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
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Escalate problems (when required) to the IT Operations Manager/Senior Management
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Apply diagnostic utilities to aid in troubleshooting
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Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
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Identify and learn appropriate software and hardware used and supported by the organisation
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Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
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Perform preventative maintenance, including checking and cleaning of servers in accordance with company policies and procedures and change management, working with the Server Administrators.
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Perform daily monitoring of server backups
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Check Service Desk queues and server/network monitoring for alerts and record and escalate as appropriate
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Accurately document instances of hardware failure, repair, installation, and removal
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Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs
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Support development and implementation of new computer projects and new hardware installations
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Test fixes to ensure problem has been adequately resolved
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Perform post-resolution follow ups to help requests
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Develop help sheets and FAQ lists for end users
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Reinforce SLAs to manage end-user expectations
Competencies, Attributes, Knowledge:
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Working knowledge of ITIL Based Service Desk Incident Logging System
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Knowledge of basic computer/telecoms hardware, including Dell/HP laptops/desktops, Dell/HP printers, network/telecoms patching, mobile/smart phones, Macs/IPads
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Experience with desktop operating systems, including 7/8 & above
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Working knowledge of Windows AD administration
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Application support experience with Lotus Notes 5/6.5/8.5, Office 2007/2010, Citrix, Imaging Technologies, VPN client would be advantageous
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Working knowledge of a range of diagnostic utilities, including RDP, Dameware, Teamviewer
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Working with remote offices and homeworkers
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Familiarity with the fundamental principles of ITIL
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Strong documentation skills
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Ability to conduct research into a wide range of computing issues as required
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Ability to absorb and retain information quickly
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Ability to present ideas in user-friendly language
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Highly self-motivated and directed
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Keen attention to detail
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Proven analytical and problem-solving abilities
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Ability to effectively prioritise and execute tasks in a high-pressure environment, across different time zones/different sites
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Exceptional customer service orientation
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Experience working in a team-oriented, collaborative environment.
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Exceptional written and oral communication skills
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Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
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Fluent English language skills
Desirable: Certifications – MCSA/MCSE, ITIL
If interested, please share your updated profile along with CTC details
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