Service Desk Technician Jobs in Gurgaon - SHL

Service Desk Technician

SHL

0 to 3 Years

Not disclosed

Expired

Posted: 01 Jul 20

Job Description

The Company

SHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.

We anticipate, and help organizations solve, their most pressing talent challenges. Our science, innovation, rigor and commitment to proving business outcomes make us a trusted partner to organizations across the globe. SHL helps our customers win, and we need highly motivated people to join our dynamic global team. We’re driven by Strong Connections, Curiosity, Fearless Innovation, and Impact. More at shl.com.

Our Global Service Desk provides both in-person and phone-based support to SHL employees across the globe.This is an outstanding position for candidates who have excellent technical and client service skills and enjoy managing a wide-variety of responsibilities while working in a fast-paced and friendly global environment.

The Global Service Desk provide technical support for desktop hardware and software by identifying issue(s), determining and executing appropriate resolution, and communicating the resolution to the customer.

Examples Include

Troubleshoot and provide resolution upon initial contact when possible, using remote management tools
Escalate or re-assign tickets to other departments when required
Maintain accurate up-to-date status on all tickets
Ensure no tickets are older than 3 days in personal queue
Provide walk up/local IT support for hardware and software issues
Assist with mobile device issues
Perform new user/new hire equipment set up
Perform basic hardware and workstation repairs
Develop and maintain technical documentation for desktop hardware and software applications
Meet or exceed all Global Service Desk metrics and process requirements (ticket management protocols, time tracking, communication requirements, etc.)
Ensure that all users have been properly communicated before closing a ticket request
Treat all colleagues with courtesy and professionalism
Serve as point of contact for management

Required Skills & Experience

At least 1 years’ experience working on an IT Help Desk strongly preferred
Knowledge of/experience with the following:Windows 10Office 365Outlook Chrome/IE/FirefoxMac device supportiPhone support
Passion for providing excellent customer service
Strong English written and verbal communication skills
Ability to work in a fast-pace environment; ability to multi-task, change direction, effectively prioritize, and meet deadlines
Ability to work on shift patterns that provide round the clock support to the business
Ability to occasionally adjust work schedule to meet business need
Interest in being part of a team, and ability to work effectively with both local and remote staff, teammates and managers

Our Ideal Candidate Also Has

ITIL Foundation Certification
Undergraduate degree preferred
Able to lift, carry and bend as required to install common end user computing items including desktop PCs and monitors, desktop telephones, desktop printers, and power protection devices.