Service Desk Analyst
3 weeks ago
A Career at HARMAN
As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do everyday.
IT Service Desk – L1 Engineer 9B / 10B)Role and Responsibilities (Including, but not limited to)Act as a single point of contact for all modes of support such as phone calls, chat, web portal and emails from customers regarding their IT issues and queriesBasic and intermediate level of understanding related to Incident, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs etc.Monitoring of IT Infrastructure – Compute, Network, Database etc using monitoring tools and take actions as defined in procedure documentBasic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, IPhone, Exchange & Active Directory)Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, PowerPoint, Visio & Project)Escalate unresolved calls to the appropriate support groups as per defined matrix and chase them until closureTake ownership of user IT issues and follow up the status of problems with respective work groups on behalf of the end userCommunicate progress on Incidents and Service Requests in a timely manner back to the end userTo maintain a high-degree of customer service for all support queries and adhere to all ITIL & ITSM principlesProvide stats for the daily/weekly/monthly Service Desk report on call trends and other analysisPublishing support documentation to assist staff with requests for information & provide staff training if requiredHandling major incidents by coordinating with multiple teamsAn ITIL qualification (ITIL V3 and Edition 4) is preferable, but not essentialBasic knowledge/awareness of Desktop Services, Networking, 0365, IT Security. MCP certification would be desirableDemonstrated ExperienceExcellent communication skills (written and verbal) and telephone call handling etiquettes1 to 2 years previous IT Service Desk experience requiredIncident Management experience (Managing incidents including business expectations and communication)Basic User & Security Group Active Directory administrationStrong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2010Experience in using and troubleshooting Outlook (2010 and above) in a network environment (permissions, calendar sharing, delegation)Minimum Education: Graduate in Engineering or ScienceBehavioral AttributesStrong communication skills, both verbal and written (English language)Work well in team environments and be self-motivated/self-starterStrong listening skills and ability to innovate and brainstorm around business ideas and needsA self-motivated achiever who gains satisfaction from providing excellent customer serviceFlexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results driven in 24*7 environmentAble to derive results in an ambiguous setting and accomplish results in line with business needsHARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard torace, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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