IS Help Desk Technician

3 weeks ago

Chennai, India Trimble Full time
Your Title: IS Help Desk TechnicianJob Location: Chennai, IndiaOur Department: Corporate Information Systems

Do you enjoy helping others and working in a close-knit team environment?

What You Will DoYou will be responsible for the day-to-day operational activities of Help Desk support covering firstline support for all worldwide Trimble offices. You’ll be responsible for screening, referring,diagnosing, troubleshooting, and resolving internal inquiries and work requests as they relate to themaintenance and support of personal computers, basic networking, and software applications. Youwill work on troubleshooting, identifying, and resolving problems for PCs, Macs, mobile devices,software applications and workstation/network communications interfaces.

● Attending telephone support requests from worldwide Trimble employees.● Monitoring and responding to Trimble internal employee requests for help in the Jira ServiceDesk ITSM application.● Maintenance of diagnostic & user information in the Help Desk database.● Gather customer information and determine the issue by elevating and analyzing symptoms.● Follow standard processes, procedures and policies.● Resolve user problems independently or in conjunction with other Help Desk staff, and whennecessary escalate problems to other IS staff and resources timely and effectively.● Responsible for Help Desk ticket response and resolution time.● Fulfills ticket requests by completing the transaction or forwarding the requests.● Ensure that any faults associated with desktop computers are remedied in the shortest timepossible with the least disruption for the user. This includes system hardware problems,operating system problems, supported application configurations and basic networkconnectivity issues.● Attend meetings with peers, other IS staff, IS management and business group managersand employees in support of end users and the corporate IS infrastructure.● Create knowledge base documents.● Follow up and make scheduled callbacks with the customer where necessary.What Behavioral Characteristics You Will Bring● A customer service focus with solid phone skills and excellent written communicationsskills.● Exemplary attendance and punctuality.● Customer Service: demonstrate the ability to respond with a high degree of urgency to theneeds & requests of others, internally and externally. Understand the impact of their work onothers.● Personable and able to deal with a wide range of customers with different skill levels in apositive and friendly manner.● Understand safety policies and actively promote safe practices in the workplace.● Maintain constructive relationships and demonstrate respect for everyone contacted.● Deal constructively with conflict, focus on the situation, issue or behavior, and not on theperson by diffusing situations before conflicts arise. Resolve conflicts by directly andactively promoting and gaining cooperation from others.● Consistently provide ideas, opinions, or information in an articulate, professional way.● Actively listen to others and demonstrate understanding of other points of view.● Willingness and ability to adjust to changing conditions or priorities.● Take the initiative to identify and act on problems and lead by example.● Consistently make decisions that resolve problems.● Must have a demonstrated track record of excellent customer service delivery.● Must have the ability to work successfully with little supervision.● Update knowledge by participating in educational opportunities.● Willing to work on shifts including a night shift.● Position requires use of a Headset / Microphones.What Skills & Experience You Should Bring● 1-3 years of experience or fresh graduate in computer science.● Excellent English language skills, both written and verbal.● Ability to speak and write clearly and accurately in English.● Multilingual ability with the European language is a plus.● Effective listening skills.● Basic knowledge on computer hardware and its operating systems.● Knowledge of Google Suite Tools is a plus.● Basic knowledge on Microsoft office and mail clients.● Must be able to solve problems by exploring alternatives and selecting the appropriatesolution.● Certification in Windows / Mac / Linux is an added advantage.● Basic Networking knowledge.● Basic Knowledge on electronic equipment, and computer hardware and software, includingapplications and programming.● High level of analytical thinking to solve problems with an understanding of technology andan ability to ask the right questions and apply solutions to business problems.● Does well with minimal “hands on” training and can pick up new skills quickly and can “takethe ball and run with it”.● Ability to multi-task and can handle frequent interruptions.● Can consistently follow protocol and instructions.● Can work independently with little management direction.● Actively looking for ways to help people.● Touch Type keyboarding skills required.● Any certification on Operating systems, hardware, or IT process is a plus.

About Your LocationTrimble Chennai has just opened a new 300,000 square feet state-of-the-art facility that has aseating capacity of nearly 2,000 staff. The Chennai facility is one of Trimble’s largest R&D centersoutside of the US. The building features an open office design, with a minimum of six feet betweenemployees’ seating arrangements. The office was designed to provide beautiful, landscaped viewson every floor. It has various facilities such as internet-enabled collaborative spaces, a gym, playareas, creche, a health food cafe and lobby areas on two floors.

About Our Corporate Information Systems DivisionThe Corporate Information Systems team supports Trimble employees' work technology to keepthem productive. Our global team is located across the world to provide fast response times and toefficiently diagnose issues and personalize our customers’ experience. Our team is cohesive,supportive, and we are proud of what we do.Trimble’s Inclusiveness CommitmentWe believe in celebrating our differences. That is why our diversity is our strength. To us, that meansactively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided ourcurrent success while also moving our desire to improve. We actively seek to add members to ourcommunity who represent our customers and the places we live and work.We have programs in place to make sure our people are seen, heard, and welcomed and mostimportantly that they know they belong, no matter who they are or where they are coming from.

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