IT Specialist, IT Service Desk APAC IN

4 weeks ago

india Danfoss Full time

Job Responsibilities

Success Criteria:

• Achieve goals/targets defined as IT KPIs and Global Service Desk KPIs
• Resolve Incidents, Service Requests, and other tasks within their deadlines.
• Good relationship with business partners and co-workers.
• Show strong performance and development in all planned objectives

Key Tasks & Responsibilities:
• Receive, register, and work on user requisitions by Phone, Email, and other channels acting as first and second lines of support.
• Responsibility for the administration of users, systems, and user rights in accordance with Danfoss Standards.
• Work and follow-up on Incidents, Service Requests, Problems, and other tasks that may be assigned
• Advise, guide, and/or instruct users in the usage of products, systems, and technology (software & hardware)
• Identify errors and use root cause analysis to deliver high-quality IT solutions, create high-quality documentation of systems, processes, and error resolutions
• Ensure compliance with security policies as described in Danfoss Corporate Standards as related to PC clients, and other Danfoss IT systems and report any breaches to Danfoss Security 

Background & Skills

Required Competencies:
• Exceptional Service and Customer mindset
• Problem solver / good troubleshooting skills
• Good communication skills
• Should be Flexible to work in weekends and in shifts.
• Ability to work in a global and ever-changing environment
• Able to work independently but also a good team player
• Self-driven and able to take ownership of tasks and see them through to completion
• In-depth understanding of PC architecture and basic understanding of IT infrastructure concepts
• Knowledge and experience in ITIL
• Technical experience supporting users globally in first and second-line support.
• Technical experience supporting IT hardware and software including but not limited to Microsoft products and solutions such as Windows OS, Office, and Outlook in a Microsoft Exchange environment, Skype for Business, Cisco Unified Communications, Mobile Management solutions, network connectivity and infrastructure.

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