IT Helpdesk Support

2 weeks ago

bangalore, India Globalization Partners. Full time

Provide and maintain a top-class IT Support service to all GP users, while ensuring the effective delivery of ticket management within Level 1 & 2 support.

This is a hybrid role based out of our Bangalore Office requiring support for both remote and in office-based work (1-2 days per week).

  What you will do

The role acts as an IT Support Technician and perform tasks akin to that of an IT helpdesk.  Responsible for both IT ticket resolution via a Helpdesk Ticketing system, with management of own work queue. Teamwork: Work closely with your global colleagues across IT Support to share knowledge and technical expertise as needed. Provide best in class local support to all G-P executives and staff. Documentation/Communication: Document all operating procedures, automation, and best practice initiatives in line with ITIL standards. Software: Document and ensure all approved software are catalogued, licensed, and under agreed SLA support. Managed services: Work with third party managed services providers/ vendors to provide full and optimal support for all systems globally. Information Security: Apply and enforce all Information security policies across the group. Enforce established standards for client hardware, security, and software, including compliance with all relevant IT standards. SOC2, ISO, Data Protection - GDPR. Ensure all systems are patched to the latest levels, and cybersecurity controls are applied across the estate.

What are we looking for?

2-4 years of previous IT support experience. ITIL best practice for IT Service Management ITIL V3 or V4 certification or at least currently studying for this. Experience supporting users in a cloud-based environment. Previous experience in a Support Team role (helpdesk or Deskside Support) Understanding Cloud Infrastructure (IaaS, PaaS, SaaS) and technologies such as Microsoft Azure, Google Cloud, Amazon Web Services (AWS) A strong technical background in topics relevant to this role, such as Azure AD identity management, two-factor authentication, Google Workspace, MS Office administration, client configuration, mobile device management and deployment Knowledge of client automation tools (Intune, Jamf, ConnectWise Automate/Manage), endpoint security platforms (Webroot, Microsoft Security offerings), and collaboration platforms (SharePoint, Slack) Strong communication skillset both technical and end user level.

  BAU Tasks

Queue and Ticket Management (Service Now) Attendance in regional Daily Huddles and Team Weekly’s Building laptops and MacBooks for onboarding purposes.

Non BAU Tasks

New user account provisioning (onboarding process) Ad Hoc IT projects

We will consider for employment all qualified applicants who meet the inherent requirements for the position. Please note that background checks are required, and this may include criminal record checks.

#LI-YB 

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