•To provide technical remote support to the internal staff of the company.
•Providing computer support services both for software and hardware for internal customers, wi-fi network access control, audio & video conferencing equipment, and Cisco phones.
•Identifying and troubleshooting problems that affect end user devices.
•To maintain a high degree of customer service for all support queries and adhere to ITIL service management principles.
•Act as a central point of contact for Atkins staff reporting IS related Incidents.
•Maintain excellent customer service and adhere to call quality standards.
•Attend, log and troubleshoot support calls (both phone and web) using service desk tool.
•Strong knowledge of ITIL process, complete knowledge and tracking of SLAs.
•Record all Incidents within the work management system
•Adhere to Incident & Request management procedures as per guidelines.
•Access and categorise incidents according to urgency and impact model.
•Assign incidents to other support teams as required.
•Escalate incidents in accordance with agreed criteria.
•Keep customers informed on status and progress of incidents
•Achieve individual and team targets.
•Perform global access management & other Service requests
•Own up the ticket lifecycle management
•IT asset management including both hardware and software assets.
•Analyse and report on performance metrics to ensure customer service standards are being met.
•Participate and Update KBs
•Provide management and performance reports.
•Measure, monitor and work to drive down incident levels; this relates to IT issues faced by Atkins staff.
•Ensure that the Service Desk actively participates in improving the usability and reliability of IT services.
Behavioural Competencies & Soft Skills
•Near native level of English language skills
•Ability to build and maintain efficient working relationships with all levels of the customer
•Demonstrate ownership of and accountability in managing incident, problem, change, and request tickets.
•Strong interpersonal skills, excellent communication and customer service skills
•Strong trouble shooting techniques and analytical thinking with meticulous attention to details.
•Experience of working to and exceeding targets
•Proven track record in achieving SLAs
•Ability to build and maintain efficient working relationships in a team based environment
Desired Qualifications, Experience & Skills
•BSc in Computer Science, BCA/MCA or Engineering Diploma in relevant field.
•Microsoft and ITIL certifications are mandatory.
•1-2 years of relevant industry experience.
•Experience in working on Service Now or any comparable service desk tool.
•Strong Experience of supporting Windows 7 environment, maintaining records in Active Directory and good knowledge of TCP/IP fundamentals.
•Experience in supporting engineering design applications from Bentley & Autodesk and EDMS systems such as Project Wise, Team Centre, Newforma, Cab-i-Net etc. is a plus.
•Experience in supporting collaboration technologies like MS Office 2013, MS Exchange, MS Lync, Polycom video conferencing, MS SharePoint, etc.
•Experience in supporting Antivirus technologies like MacAfee, Symantec etc. on PCs.
•Experience in maintaining IT assets (both hardware & software) under ITIL framework